Problem Management Coordinator

The Problem Management Coordinator will manage the operational aspects of problem handling, ensuring efficient execution, monitoring, and communication of tasks. This role will help streamline problem resolution processes, improve customer satisfaction, and contribute to operational excellence.

Requirements

• Manage day-to-day operations of problem handling, ensuring timely execution and communication.
• Actively monitor and prioritize problem tickets and tasks in ServiceNow, ensuring appropriate assignment to teams.
• Ensure accurate and timely documentation of root cause analysis (RCA) and resolution details.
• Actively prioritize Problems effectively by scale, value and impact.
• Schedule and facilitate problem management meetings.
• Effectively distribute meeting notes, action items, and deadlines to invitees and leadership.
• Generate regular reports on overdue tasks, trends, and resolution timelines for visibility and accountability.
• Collaborate with process managers to identify recurring problems and develop long-term solutions.
• Assist in developing and refining problem management processes and policies to align with ITIL best practices.
• Support the creation of a formal problem management policy and standard operating procedures (SOPs).
• Ensure effective communication with stakeholders regarding problem status, RCA findings, and resolution progress.
• Coordinate with OSC leadership for After Action Report (AAR) and Incident Review Report (IRR) updates.
• Partner with OSC leads, problem process owners, and incident managers to align on problem prioritization and resolution strategies.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending and HSA accounts
• Paid holidays
• Paid time off
• Paid volunteer days
• Employee assistance program
• Tuition assistance
• Parental leave
• Military leave assistance
• QTS scholarship for dependents
• Wellness program