Problem Specialist

3 weeks ago

Edmonton AB, Canada Long View Systems Full time

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work

Are you passionate about Managed Services Governance and finding solutions within an IT framework?

We are looking for a detail-oriented and dynamic Problem Specialist for our IGS branch located in Calgary, Edmonton, or Toronto In this role the Problem Specialist acts as the technical leader within the Integrated Global Services (IGS) team. Problem Specialist will provide and coordinate the delivery of technical services in accordance with Long View’s core values and our clients’ Service Level Agreements.

A Day in the life:
  • Coordinate and manage problem tickets across IGS services delivered to our clients
  • Perform administrative tasks, such as organizing meetings, taking meeting minutes/notes, and following up on important decisions and action items
  • Coordinate with 3rd party vendors for problem updates & resolution and/or service request deliverables according to plan
  • Work closely with internal business units and facilitate communication to ultimately ensure successful delivery of the problem tickets.
  • Train IGS and Branch staff to act as Major Problem Coordinators
  • Proactively detect and record technical problems within the IGS client environments.
  • Act as a Problem Specialist for normal & major problems and drive root cause analysis activities
  • Provide weekly and monthly status, change management and problem management reports as directed by your manager.
  • Work with the Site Mangers and IGS to update and remediate documentation issues, ensuring accuracy and timely updates
  • Participate in required client-facing meetings when needed
What you bring:
  • ITIL foundation V4 certification
  • 4+ yearsof experience in analyzing incidents, identifying root causes, and implementing preventive measures.
  • 3+ yearsof experience in IT operations, infrastructure, and service management.
  • 3+ yearsof experience understanding organizational goals and aligning problem management strategies.
  • 4+ yearsof experience in data-driven decision-making and trend analysis.
  • 3+ yearsof experience assessing and mitigating risks related to IT services.
  • 4+ yearsof experience collaborating with stakeholders, documenting findings, and facilitating problem meetings
  • Working knowledge of ServiceNow
What makes you awesome:
  • Certified ITIL Problem Manager (CITPM)
  • Six Sigma Green Belt
Why work at Long View:
  • Great people and culture
  • Comprehensive benefits package from day one
  • Recognition programs

Want to learn more about our culture and life at Long View? Check us out on LinkedIn, Twitter and Instagram

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.

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