IT Problem Specialist - ITSM

Job description / Role

As an IT Problem Specialist, you will be responsible for managing and improving problem management processes to minimize the impact of incidents, enhance system stability, and drive proactive solutions. You will work closely with global IT teams, analyzing trends, identifying root causes, and implementing strategic improvements.

Client Details

A leading global business seeking an experienced IT Problem Specialist to enhance IT service reliability and drive continuous improvements within ITSM.

Description

* Oversee the end-to-end problem management process, ensuring best practices and adherence to ITIL standards.
* Identify recurring IT issues, analyze trends, and implement long-term solutions to reduce incidents and improve service stability.
* Drive continuous improvement initiatives by optimizing ITSM processes and collaborating with key stakeholders.
* Develop and maintain problem management dashboards in ServiceNow Performance Analytics.
* Lead problem review meetings with IT service owners to ensure thorough root cause analysis and resolution.
* Maintain a knowledge base of known errors and workarounds to support IT teams in incident resolution.
* Provide training and guidance to IT teams on problem management best practices.
* Support ServiceNow enhancements and upgrades, ensuring process efficiency and automation where possible.
* Develop and present regular reports on problem management KPIs and trends to senior leadership.

Job Offer

Work in a dynamic, multinational environment driving ITSM excellence.

* At least 5 years of overall experience in ITSM, with expertise in problem, incident, change, or major incident management.
* Hands-on experience with ServiceNow is preferred, but open to any other ITSM tool.
* Strong knowledge of ITIL best practices (ITIL v3 or v4 certification required).
* Experience in driving process improvements, analysing problem trends, and implementing proactive solutions.
* Ability to manage and influence stakeholders in a global IT environment.
* Background in IT Service Desk or IT Operations, having progressed into an ITSM role.

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.