ITSM Problem Manager Position Available In Mecklenburg, North Carolina

Job Description The ITSM Problem Manager role is a subject matter expert (SME) focused on the stability and resiliency of externally hosted services that have been integrated with the companys environment. She or he will liaison business, technical organizations, and vendors; independently providing consultation services following ITIL framework processes for the following areas: Change Oversight, Problem Management and Disaster Recovery. The team member will consult during assessments to review hosted environments to ensure system resiliency and availability of services. Team member will concentrate on integrity of processes used by vendors, identify gaps and discuss/implement mitigating solutions. She or he will create/maintain playbooks and vendor support escalation information. The team member will provide oversight of vendor planned changes and ensure no disruption of production environment resulting in customer impact. The PSL will consult and provide feedback/input related to SLAs creation during contract negotiations, and drive vendor adherence to existing SLA terms and Compliance Standards. The team member will facilitate daily video/teleconference meetings involving many participants, and leading individuals outside your group to understand and determine Root Cause (RC) of vendor service problems. Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, Resiliency, and Disaster Recovery capabilities. Identify Single Point of Failures, determine mitigation plans and track opportunities for improvement leveraging operational excellence processes. This role will be responsible to create solid written business cases and collecting KPIs and SLA information to create and deliver presentations to senior leaders that propose recommended solutions and process improvements needed to achieve greater overall system stability and resiliency We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC “Know Your Rights” Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review

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https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements ITIL ITSM/ relationship mgmt. Primarily problem management and change mgmt

• execution Familiar with remedy (service now) experience working in the operations space Vendor mgmt
• relationship mgmt remedy e-smart (home grown MicroStrategy tool
• used for how they mine data Access SQL Finance background o Helps you understand the client and the culture.

null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.