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IT Problem Management Expert

2 months ago

Lévis, Quebec, Canada Mediabistro Full time

We are seeking a highly skilled and experienced IT problem management expert to join our team as a Senior Advisor. This is a critical role that requires a deep understanding of IT problem management processes, excellent leadership skills, and the ability to communicate effectively with stakeholders at all levels.

About the Role

As a Senior Advisor, you will be responsible for leading and managing problems to identify and correct the cause of incidents. You will work closely with different stakeholders, including technical teams, business leaders, and external partners to provide expert guidance and support. Your extensive knowledge of IT, problem management, and ITIL processes will be essential in this role.

You will also be responsible for providing clear and effective executive summaries and reports to the IT community, as well as acting as an ambassador for the problem management process. Additionally, you will help maintain and comply with processes and the problem manager role in collaboration with the IT process governance squads.

Key Responsibilities
  • Serve as a resource person for the department on ServiceNow
  • Coordinate problem management files by bringing together a multidisciplinary team from various departments
  • Act quickly and identify what to do in unexpected situations, prioritizing actions based on their level of urgency and importance
  • Assess levels of risk in implementing action plans and solutions, taking into account the organization's vision
  • Diagnose issues, challenges, needs, and problems to solve with work teams
  • Handle and direct investigations to solve problems definitively
  • Draft executive summaries by designing and structuring key ideas within short timelines
  • Notify regulatory entities of any potentially non-compliant situations
What We Offer
  • Competitive salary: $120,000 per year
  • 4 weeks of flexible vacation starting in the first year
  • Defined benefit pension plan that provides predictable, stable income throughout retirement
  • Group insurance including telemedicine
  • Reimbursement of health and wellness expenses and telework equipment