Problem Specialist

3 weeks ago

Calgary, 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+ years of experience in analyzing incidents, identifying root causes, and implementing preventive measures. 3+ years of experience in IT operations, infrastructure, and service management. 3+ years of experience understanding organizational goals and aligning problem management strategies. 4+ years of experience in data-driven decision-making and trend analysis. 3+ years of experience assessing and mitigating risks related to IT services. 4+ years of 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

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