Senior Executive ICM

Job Description

Responsible for managing the day to day operational escalations for the ICM platform specifically Incident & Problem Management. Additionally, responsible for the onboarding of services into the MyService interface of ICM.The Senior Executive-ICM will contribute to and lead the delivery of effective problem process globally; they will deliver practices to ensure agreed end-to-end service can be maintained, managed and improved via the problem management processWork with partner teams and business staff to identify problems within the IT infrastructure, applications and associated componentsFacilitate problem reviews in order to accurately define problem statements in order to provide specific focus for service teamsProvide analytical support to partners when delivering trend analysis with partner teams to proactively identify underlying problemsWork with the service owner to ensure appropriate allocation and prioritisation of problems to focus on the resolution of those which offer the greatest value to the business and ITTrack progress on the resolution of problems and known errors and take action where necessary to address blocks to progressHas the ultimate responsibility for ensuring that known errors are appropriately recorded and made available to resolution teams and other problem management groups.Manage closure of problem records to ensure that the problem management process has been followed and appropriate data is captured at closure to enable KPI reporting and future analysisSanitise the output from the global reporting area to ensure the problem KPIs for the problem management process are represented and take action where necessaryResponsible for the performance, usage and maintenance of MyServiceEngage and guide service teams through the onboarding to MyServiceFacilitate the smooth and quick transition from development to production for all MyService onboardingAssist with the handling of the major incidents and ensure that all problem management activities and actions are captured and recorded in problem recordsActs as the first point of escalation for any issue or problems raised on the ICM platform. Resolves or escalates problems and suggests arbitration in situations of conflictMeet support teams regularly to review performance and progressCreates and distributes weekly and monthly service review reports to stake holdersJOB SUMMARYRequired to identify problems through trend analysis be they technical or process related, articulate the benefits and drive the agreed changes through to completion.The role holder is not expected to complete or provide technical solutions to problems but is expected to help facilitate in any root case analysis required by the technical team or given the holistic view they have provide examples and suggestions to the technical team.The role holder is required to have a good working knowledge of ICM in order to help identify and facilitate the problems through the problem management process.Facilitate the change process by ensuring all the correct information is provided to the RFC, testers complete the UAT in a reasonable time and in full, ensure RFCs are deployed successfully by the technical team and follow up with problem identifier to ensure full resolution.Keep aged problems within the agreed department targetsKEY REQUIREMENTSThe role holder should have experience and a passionate focus on IT Service Quality and User Experience to support the delivery of a service model that meets and exceeds ever increasing user expectations.Essential:Working with third-party providersService Delivery management experience5 +years of Working knowledge of BMC Remedy or equivalent ITSM toolExperience and awareness of working in a global roleWorking knowledge of ITIL processesDesirable:Project Management,

Keyskills :
mis sales bmcremedy caseanalysis trendanalysis changeprocess userexperience servicequality lobalrep ting