Service Recovery

TALENT Software Services

(Saint Louis Park, Minnesota)
Full Time
Job Posting Details
About TALENT Software Services
Founded 26 years ago, Talent remains unique in the Twin Cities market by being one of the few consulting firms not to change ownership or focus. The team you trust today is largely the same team that local companies have always trusted to achieve their business objectives. Over two decades, we have seen many major shifts in technology and the business community that have caused both growth and rebalancing of professional service firms like ours.
Summary
The Service Recovery position is responsible for managing the ITSM processes in accordance to Allianz Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management. The Service Recovery position ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all Incidents/ Problem tickets/RCA's in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.
Responsibilities
* Executes the Incident Management/Problem/RCA process tasks in adherence with global and local requirements * Coordinates and manages the Incident Management/Problem/RCA process activities across the global factory and with external suppliers to agreed global and local SLAs * Escalates risks and issues to the Incident Management/Problem/RCA Regional Process Owner * Supports Incident Management/Problem/RCA reporting (KPIs and customer SLAs) * Assists the Incident Management/Problem/RCA Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization * Assists the Incident Management/Problem/RCA Global and Regional Process Owners in ensuring consistent end-to-end reporting for the lifecycle of each process * Assists the Incident Management/Problem/RCA Global and Regional Process Owner in identifying and planning for Incident Management process improvement projects * Drives implementation of standard execution of the Incident Management/Problem/RCA processes * Assists the Incident Management/Problem/RCA Global and Regional Process Owners in driving cross-functional process standardization * Is responsible for the complete process adherence and handling of incidents according to SLAs * Is responsible for acting as an escalation point to expedite incident resolution * Is responsible for reporting on P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident * Conducts Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager * Ensures that Problem Management KPIs are reported and their targets met * Executes the Problem Management process tasks in adherence with global and local requirements * Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration * Builds awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert * Ensures that necessary leadership level reports (e.g. RCA, Post Implementation Review, etc.) are delivered
Ideal Candidate
**Education** **Required:** * Requires a four-year degree, **Preferred:** * a four-year degree in Information Technology **Work Experience** **Required:** * 3+ years prior work experience in an Incident/Problem management role supporting a large corporate environment. **Preferred:** * 5+ years prior work experience in an Incident/Problem management role supporting a large corporate environment. **Knowledge, Skills & Abilities:** * Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, or ISO 9000:2000 (certification not required, but is a plus). * Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company. * Strong influencing and relationship management skills. * Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities. * Self-driven and resourceful to achieve goals independently as well as work well in groups. * High level of IT literacy – MS Office (Word, Excel, PowerPoint

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