IT Problem Coordinator
6 days ago
NOVIPRO is supporting a major organization in the manufacturing sector in the search for an **ITSM Problem Coordinator** for a high-impact contractual mandate. The company operates globally across multiple sites, with a complex IT environment that includes large-scale SAP systems.
**Key Terms and Work Conditions**:
- **Job Type**: Contract
- **Duration**: Until May 1st, 2026 (6-month term)
- **Location**: Hybrid model - 50% on-site in Montreal
- **Schedule**: 35 hours per week
- **Languages Required**: Fully bilingual in English and French, both spoken and written
**Responsibilities**:
The ITSM Problem Coordinator is accountable for overseeing the end-to-end lifecycle of IT problems, ensuring efficient resolution and root cause analysis, while actively driving continuous service improvement. Working collaboratively with cross-functional IT teams, service providers, and business units, the individual ensures recurring issues are addressed to reduce incident volume and improve operational stability.
**Core Duties**:
- Coordinate all phases of the problem lifecycle and serve as the owner of assigned problem records.
- Support the Problem Manager in investigations and in the development of resolution strategies.
- Validate incoming problem records for relevance and completeness.
- Analyze related incidents across business services to identify patterns and recurring issues.
- Lead root cause analysis (RCA) sessions and ensure permanent resolution strategies are implemented.
- Ensure proper documentation of known errors and publish workaround procedures.
- Coordinate risk assessments for implementing or deferring fixes.
- Improve the efficiency and quality of the Problem Management process.
- Drive standardization and knowledge-sharing across IT teams.
- Collaborate with Change Management to implement permanent solutions when required.
**Required Expertise**:
- Minimum 5 years of experience in IT Problem Management, IT Support, or IT Operations.
- Advanced knowledge of the ITIL framework and processes.
- Demonstrated experience working within SAP environments.
- Solid understanding of enterprise IT infrastructure: servers, networks, and database systems.
- Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
**Assets**:
- Formal ITIL certification.
- Familiarity with SAP Basis components and system architecture.
- Experience in project coordination or management.
- Background in large, multisite companies in sectors such as transportation, automotive, or aerospace.
- Experience in organizations operating across multiple continents.
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