Problem Manager Position Available In Mercer, New Jersey

Job Description:

Job Title:

Problem Manager Location:

Princeton, NJ (Hybrid)

Duration :

Contract to

Hire Description :

Facilitate Root CauseAnalysis sessions with cross-functional teams. Recommendpreventative actions. Document complex issues with teams as part ofRCA creation. Review incident tickets for patterns and recommendproblem management process when necessary. Ability to analyze datasets for themes and reoccurring issues. Collaboration acrossmultiple regions with multi-functional teams. Collaborate andcontribute across multiple Service Management disciplines includingIncident, Problem and Knowledge Management. Work with teams toidentify areas for process optimization- knowledge articles,monitoring, dashboard creation and reporting. Backfill for incidentmanagement team providing assistance with leading triage calls andcorrelating incoming incidents. Work with team to define keymetrics and provide weekly reporting across service area to meetcontrol requirements and objectives. Strong understanding of ChangeManagement and CMDB. Drive process maturity efforts throughout theorganization. Help to identify enhancements to the process andtooling and with driving continual process improvement reviews

KeyResponsibilities:

Facilitate RCA sessions and document complextechnical issues. Analyze incident data to identify patterns andrecommend problem management actions. Collaborate across Incident,Problem, and Knowledge Management disciplines. Support processoptimization efforts, including knowledge base improvements,monitoring, and reporting. Backfill for Incident Management byleading triage calls and correlating incidents. Define and reporton key service metrics to meet control and compliance objectives.

Contribute to Change Management and CMDB accuracy. Drive continualprocess improvement and tool enhancement initiatives.