Senior Analyst, Technology Operations and Service
The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business.
Responsibilities
* Lead the investigation of problems through root cause analysis and proactive trend analysis.
* Ensure RCA corrective actions are implemented by working with other Service Management disciplines and vendor partners.
* Provide notification of Problem records, workarounds and known error solutions.
* Maintain data within ServiceNow to be complete, accurate and fit for use in business-led reporting.
* Take ownership of the Problem Management process under the direction of the Problem Management lead, ensuring continual service improvement can be tracked and reported against.
* Ensure timely and appropriate communication with involved parties and act as the focal point for all problem management issues.
* Provide relevant and useful management information, develop performance measures and monitor effectiveness and efficiency of problem management.
Qualifications
* Bachelors Degree or equivalent experience.
* Typically 5 - 7 years of experience in a similar position.
* Maintains a high level of managerial knowledge and technical experience; broad technical depth in multiple related fields sufficient to lead programs or projects.
* Work performed without direction; exercises latitude in determining assignment objectives.
* Frequently explains information to others who use it to advise and negotiate at higher organizational levels.
* Manages people and/or processes to meet operating goals and quality standards.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Utilities
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