Deltek is actively seeking to hire a Problem Manager to join our rapidly growing team. This position reports to Sr. Manager, Global Cloud Service Management and is offered on a full time remote basis.
The primary focus areas are on Problem Management disciplines as well as service as a primary back up to Change and Incident Management teams.
The Problem Manager will accurately identify root causes and will assist in the removal of the root cause for resolution and / or workarounds when applicable.
The candidate will work in a proactive role to identify incident trends to identify proactive problem candidates, identify and document known defects / maintain a Known Error Database (KEDB), and work with the business and technology support teams to minimize ticket trends and eliminate reoccurrences.
The right candidate will be a seasoned professional with a complete understanding and wide application of the principles, theories, and concepts relating to all areas of ITIL, Service Management, and exhibits advanced knowledge of other related disciplines, business unit functions and cross group dependencies / relationships.
The successful candidate will be an independent self-starter, and be able to facilitate meetings with a variety of attendees to work towards a common goal.
Problem Management :
Ensures that accurate root cause and trend analysis are determined. Lead problem review sessions and coordinates major problem resolutions to root cause.
Ensures all incidents are logged and relevant parties involved.
Define and implement criteria and procedures to report problems identified, including problem classification, categorization, and prioritization.
Perform proactive problem management. Collect and analyze operational data (especially incident and change records) to identify emerging trends that may indicate problems;
log problem records to enable assessment.
Revise and maintain a Problem Management plan, policies, processes and procedures that reflect ITIL best practices.
Develop, measure, and analyze Critical Success Factors (CSF) and Key Performance Indicators (KPI), and design and generate metric reports.
Upgrade, maintain and use a Known Error Database (KEDB) for problem management.
Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided by problem analysts and conduct incident trend analysis to determine whether a problem needs to be recorded in accordance with the RCA Procedure.
Develop status and performance reports for staff and senior management; hold weekly, bi-weekly or monthly meeting with Senior Leadership across business organizations.
Operate and maintain the Problem Management module and associated interfaces in ServiceNow.
Participate in recurring and ad-hoc ITSM meetings (Change Advisory Board, Problem Advisory Board, Major Incident Reviews).
Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, Change, etc).
Analyze incident, change, and problem records to determine any trends.
Change Management :
In the absence of the Change Manager, chair the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
Own, plan, execute, escalate and facilitate various steps of the process as needed to ensure that changes are executed seamlessly and to minimize unpredicted impact from change.
Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into Deltek’s Cloud production environment.
Day to day execution of Change Management delivery for Cloud Operations; controlling the lifecycle of all Changes.
Incident Management :
In the absence of the Incident Manager lead technical triage bridge lines to fast restoral of customer impacting incidents including post incident follow ups.
Rotating on-call requirement to maintain 24x7x365 coverage.
Timely and accurate completion of Incident records; including thorough documentation of timeline of events, outcomes and next steps.
Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the team(s).
Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact external Vendors / Partners, internal users or other lines of business.
Significant experience managing problems preferably within Cloud or SaaS organizations.
Experience working in an enterprise 24 / 7 production environment supporting critical, real-time applications.
Experience with service management applications / platforms (esp. ServiceNow).
Strong communications skills (both written and spoken).
Strong meeting facilitation skills.
Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
Sound problem identification, judgment, resolution and decision-making skills.
Proven ability to understand complex business issues and align communications strategies and outcomes accordingly.
An ability to assess the severity and priority of multiple incoming inquiries from management and internal employees.
Experience facilitating and executing formal Problem Management programs and methodology (Ishikawa, Kepner-Tregoe, 5 Why’s, Pareto, etc)
Education / Experience
BS / BA degree in Business, Information Systems or Computer Science or related discipline.
3+ years of Problem Management experience. Problem Management certification preferred (Kepner-Tregoe certified, HDI Problem Management Professional, Problem Analyst certified, etc).
Strong understanding of the ITIL framework. Certifications preferred, ideally will be an ITIL Expert or ITIL Managing Professional.