IT Problem ManagerLocation:Wilmington, Massachusetts2500651The Information Technology department is seeking an experienced IT Problem Manager to join our IT Service Management Program. This role primary focus will be to lead efforts to compile, validate, and communicate the details of production incidents impacting our channels so we can mitigate the risk of recurrence. This person will also play a key role in driving improvements in our change management process by providing data to be leveraged in change collision and risk assessments. Additional responsibilities will encompass Incident Management as well as providing support for other Service Management tools and functions.Responsibilities:As an integral part of an operations team committed to tracking production support issues and continuously improving our area, the Problem Manager’s responsibilities include:
Securing an in-depth understanding of production issues and generating RFO reports.
Conducting interviews and retrospectives to clarify/corroborate the details of outages.
Follow up after the implementation of resolution/mitigation steps, report on their success rates, and drive additional efforts as needed.
Present outage event data to key stakeholders, business customers, and leadership.
Entering key information into an incident tracker.
Ascertaining potential change collision impacts and making recommendations to mitigate risks.
Track “known issues” impacting order volume and automation success rates.
Collaborate and support ITSM tool administrator with administer user access, roles, and permissions, workflows, forms and business reporting.
Backup responsibilities in the areas of ITSM Platform support and Change Management.
Work creatively and analytically to remove tool roadblocks, identify, and manage risks.
Assist in maintaining an accurate CMDB.
Recommend, develop, and report daily, weekly, and monthly Service Level Agreements along with other Key Performance Indicators.
Proactively identifies and drives solution for system issues before occurrence through monitoring trends from multiple systems.
QualificationsEducation:
Associate degree in a technical discipline (Computer Science, MIS, Engineering, IT, etc.) preferred.
ITIL Foundations v3 or advanced Certification.
Requirements:The ideal applicant will clearly express the following characteristics and competencies:
Excellent communication and presentation skills, with the ability to capture and articulate technical and non-technical details.
Advanced knowledge of office suite products, such as Microsoft Word, Excel, and PowerPoint.
Experience showcasing a strong knowledge of IT system flows, documentation, architecture concepts and ecosystem components (e.g., web servers, load balancers, firewalls, and network gear).
ITIL v3 Foundation Certification or equivalent knowledge and expertise of ITIL principles is a plus.
2+ years’ experience in an enterprise IT support organization preferred.
Strong customer service focus, organizational skills, and ability to multi-task with excellent time management skills required.
Comfortable working in a fast-paced team-based environment with managed service levels.
Strong problem-solving skills and technical aptitude to learn and support new technologies as they are introduced to the field.
Ability to take initiative, assume responsibility and follow up as needed.
Ability to maintain composure and re-prioritize work in a fast-paced environment.
Hands on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.).
Experience with Ivanti Neurons is a plus.
Benefits & Perks:401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination lawsUniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.UniFirst is an equal opportunity/affirmative action employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] orcall 800-347-7888 to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.