IT Specialist - Problem Management

The IT Problem Specialist works collaboratively with a global team to drive strategic initiatives aimed at enhancing problem management processes. This role focuses on delivering long-term solutions and continuous improvement to ensure the stability and reliability of IT services. 

This strategic role will oversee the entire lifecycle of the problem management process. This includes spearheading initiatives to mature the process, ensuring adherence to best practices, and identifying trends and patterns to implement proactive measures. 

The Specialist drives continuous improvement by fostering team collaboration, delivering ongoing training, and governing compliance with problem reviews. Responsible for the end-to-end delivery of continuous improvement initiatives, ensuring they are implemented effectively from concept to completion. 

The primary objective is to strategically minimise the impact of incidents, prevent future occurrences, and enhance overall system stability by prioritising problems based on their business value. The focus is on achieving measurable outcomes that enhance IT service delivery and improve the customer experience. 

Key duties and responsibilities include: 

• Develop and implement a strategic problem management framework to identify, analyse, and resolve recurring IT issues in collaboration with the IT Group, ensuring minimal disruption to business operations. 

• Develop and own meaningful problem management dashboards in ServiceNow's Performance Analytics. 

• Maintain a strategic overview of the problem queue, ensuring timely updates and adherence to the problem management process, with a continuous focus on efficient delivery and resolution. 

• Manage regular problem review calls with IT service owners, ensuring thorough analysis and resolution of issues. 

• Drive continuous improvement initiatives by analysing problem trends and performance metrics, and by formulating and implementing initiatives to enhance IT processes and systems. 

• Maintain a comprehensive knowledge base of known errors and workarounds, ensuring that IT teams have access to up-to-date information for problem resolution. 

• Provide training and support to the IT group to ensure team alignment with problem management processes and best practices. 

• Proactively identify and assess potential risks associated with IT problems, developing mitigation strategies to minimise impact on business operations. 

• Continuously seek opportunities to enhance the problem management process within the ITSM tool ServiceNow, including supporting the problem process during ServiceNow upgrades. 

• Maintain and own all process documentation, ensuring it is kept up to date and accurately reflects current practices. 

• Develop and present regular reports on problem management activities, including key performance indicators (KPIs) and trends, to senior management. 

• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes. 

Candidate Specification:

Essential: 

• Extensive experience in IT Service Management or an IT process-oriented role. 

• Extensive hands-on experience with ServiceNow, including Problem, Change, and Knowledge Management, as well as creating and maintaining problem records, workflows, and related tasks. 

• Strong understanding of ITIL best practices. 

• Hands-on experience with ServiceNow Performance Analytics. 

• Proven ability to create systematic and professional documentation, including processes and work instructions. 

• Strong analytical and problem-solving skills. 

• Experience in managing and leading continuous improvement initiatives. 

• Ability to identify and mitigate potential risks associated with IT problems. 

• Experience in developing and delivering training. 

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. 

• Excellent working knowledge of information technology and its application to business operations. 

Desirable: 

• Experience with agile methodologies. 

• Proficient in ITIL Processes.   

• Experience of working in a global organisation.   

• ITIL V4 qualified.  

Personal Attributes: 

• Highly self-motivated and directed. 

• Confident presentation and facilitation skills, with strong interpersonal and leadership abilities to engage with senior management and stakeholders at all levels. 

• Ability to balance demands and priorities and think clearly under pressure. 

• Good analytical skills and attention to detail to identify discrepancies and drive them to closure. 

• Passion for the possibilities of technology and staying abreast of advances in technology and industry best practices. 

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.