| Title: Problem Management Analyst
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| Location: Morris Plains, NJ
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| Job Type: Contract
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| Compensation: per Hour
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| Reference Code: 951114-AQG
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Description: Kforce is seeking a Problem Management Analyst for a client in Morris Plains, NJ. The Problem Management process is responsible for problem control and error control. The goal is to minimize the adverse impact of problems caused by
errors in the IT infrastructure, to proactively prevent the reoccurrence of service disruptions related to these problems, and to ensure services are stable, timely and accurate.
The successful candidate will become part of a Global organization with specific responsibilities in Problem Management.
Job Description:
- Coordinate with other PMA's post incident resolution
- Take action on problems that lack ownership
- Initiate and complete Problem Management reviews as assigned
- Coordinate and facilitate problem review meeting to record problem review details and service improvement action plans
- Track the status of all open service improvement action plans
- Escalate past due service improvement action plans
- Point of contact for information, escalation, and coordination of global problem reviews
- Be responsible for responding to customer and managing problems within specified SLA targets
- Submit ideas for Continuous Improvement
- Create trending analysis reports for PMA's, review and identify trends / areas for improvement
- Assist in business unit service delivery meeting preparation and follow-up
- Attend service delivery meeting to support as required
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Requirements: Problem Management Analyst Qualifications:
- Knowledge of Problem Management (ITIL best practices)
- Knowledge of Incident, Change, and Configuration Management (a plus)
- Teamwork skills including effectively dividing responsibilities and common vision
- Strong verbal and written communications skills
- Experience working with senior level managers
- Ability to perform Incident correlation with the goal of identifying items for Problem Management
- Demonstrated ability to adapt to rapidly changing situations and perform under pressure
- Ability to analyze and correlate information from multiple sources
- Working knowledge of the IT environment
- Ability to apply judgment when faced with conflicting priorities
- Prior experience working in problem management (a plus)
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