Problem Management Analyst

Dellent Consulting

Oferta de emprego publicado há .

Dellent is a Portuguese consulting, technology services and outsourcing company, focused mainly on IT and Telecommunication services, and we are currently recruiting for a Problem Management Analyst for a long term contract role in Porto.

Job Responsibilities

  • Investigate Critical/Complex incidents and issues identified as problems;
  • Assist in production and maintenance of Known Error library documentation;
  • Assist in production of Major Incident Reports;
  • Identify Root Cause Trends in event management outputs;
  • Maintain effective working relationships with IT Ops, Market Ops, and Development teams;
  • Work with the Process owners for Problem, Change and Incident management to identify improvements to the processes and develop metrics to support them;
  • Management of software defect tracking and prioritisation;
  • Production of regular and ad hoc reports;
  • Automation of the reporting where possible;
  • Organising regular meetings with the customers to agree problem prioritisation and updates on progress.

Required Skills

  • Creative problem solving – following an issue through to its logical conclusion and escalating where necessary;
  • Experience of assist IT Service Management suite;
  • Ability to work independently as well as being part of a team;
  • Adaptable enthusiastic quick learner;
  • Enthusiastic, flexible, career driven and responsible;
  • Writing skills – maintaining accurate documentation and technical authorship of complex documents;
  • Confident communicator with excellent organisational skills in an IT focused software company;
  • Fluent English language, spoken and written.

Desirable Skills

  • Problem Management experience;
  • A solid understanding of IT Service Management best practice;
  • ITIL or ISO20000 working knowledge (good to have);
  • Some exposure to Linux and a desire to learn more.

Do you think your profile fits this job description?
Send us your CV and come join the Dellent Team!

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