Problem Manager/analyst

6 months ago

Canada Dayforce Full time

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

**Location**: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada
About the opportunity
What you'll get to do
- Drive both reactive and proactive Problem Management activities with responsible parties with the goal to eliminate future problems/incidents.
- Initiate actions from the Problem Management process to assist teams in identifying methods for quicker diagnosis, root cause analysis, and resolution.
- Prepare reports and statistics, KPIs, and trend reports for use in the problem management process.
- Facilitate major incident (PIR) and problem review meetings.
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
- Track and communicate progress of problem(s) to relevant parties.
- Call and chair postmortem review meetings following Major Incidents
- Create and deliver external content regarding service disruptions partnering with Global incident management teams.
- Ensure that the problem management information is accurate and is complete.
- Maintains inventory of problems and task under analysis and their current progress and status
- Communicate findings and recommendations clearly and concisely to key stakeholders and leadership.

Skills and Experience we value
- Minimum 5 years of working experience as a Problem Manager or being a part of problem management team
- Minimum of 5 years of experience in providing complex SaaS customer support, management, and/or supervision
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
- Experience with ServiceNow reporting and or PowerBI reporting.
- Strong collaboration and communication skills, with the ability to effectively work with teams across different locations and cultures.
- Ability to navigate and translate complex issues and create collaborative, cross-functional solutions.
- High degree of analytical and critical thinking skills
- Public Cloud and Colo experience
- Experience/knowledge in core technologies Compute, Database and Network
- Incident, problem and change management experience for customer facing environments/products.
- Deep analytical skill and a passion for gathering information from various sources; analyzing and presenting recommendations to leadership to drive service availability and process improvements.
- Experience in process improvement identification, recommendations, and implementation.
- A good understanding of change, configuration, and other related processes.
- Experience using ticketing system like pager duty, service now, Jira etc.
- Strong written and verbal communication skills across both technical and non-technical audiences. Ability to lead discussions about major outages and services restoration.
- Certifications from AWS, Azure, or GCP and experience in public sector are a bonus.
- An analytical approach to problem solving.
- Extremely responsive and organized. Keen attention to detail.
- Highly self-motivated and driven.
- Ability to present ideas to various audiences in user-friendly terms.

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
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