Every day, our talented people work with our clients as strategic partners committed to their success. BluEnt Solutions is about Service, Flexibility, Quality and Value, and we seek the best people to help us continue our mission in IT infrastructure outsourcing. No matter the needs of our clients - continuous availability for end-users, infrastructure upgrades, privacy, security, and financial controls - we provide solutions. Become one of our SOLUTION leads.
Responsibilities:
The ITIL Coordinatorss primary responsibilities are to administer, maintain, and develop ITIL processes ensuring compliance with Problem Management Policies and Procedures. Responsibilities include and are not limited to:
- Identifying, recording, classifying, and tracking problems through investigation and diagnosis until a "known error" status is achieved or an alternative procedural reason for the problem is revealed.
- Identifying, recording, classifying, and tracking known errors. Tracking the problem resolution phase until the successful implementation of a change to or replacement of a component is confirmed.
- Driving the Root Cause Outage Analysis (RCOA) process in conjunction with the technical support teams on identified problems to aid in optimum resolutions and prevention of recurrence. Conduct review meetings for RCOA completion, status, and follow-up activities.
- Compiling and reviewing problem metrics to identify recurring problems, trends, and potential problem sources.
- Analyzing incidents, problems, and errors for trends to proactively identify future problems.
- Providing metrics reporting to management as required.
- Monitoring the effectiveness of error control and making recommendations for improvement.
- Ensuring process documentation is accurately maintained and follows standards.
- Making recommendations to streamline and enhance the Problem Management process.
- Understanding Service Level Agreements and their requirements.
- Understanding availability requirements of the business as it relates to problem and change management
- econdary duties and responsibilities include:
- Providing backup support to Change Management processes.
- Providing support for the Configuration Management Database.
- Understanding Business Continuity Plans.
Secondary duties and responsibilities include:
- Providing backup support to Change Management processes.
- Providing support for the Configuration Management Database.
- Understanding Business Continuity Plans.
Skills:
- Minimum of 3 years experience in problem management and change control.
- Minimum of 3 years operational experience within a large scale Mainframe, and Midrange Infrastructure.
- Must be customer centric oriented.
- Desire to provide the highest level of quality service and support to Customers.
- Working knowledge of IT Service Management best practices (ITIL certification a plus)
- Basic knowledge in various technical areas is required. (Networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, etc.)
- Ability to model the processes involved in the delivery of services, identify process gaps or problem areas, and recommend process improvements.
- Must have an in depth knowledge of service management best practices.
- Good communication skills, verbal and written.
- Good problem solving / decision making skills.
- Good organizational skills.
- Ability to manage multiple tasks, projects, and shifting workloads, in a fast paced environment.
- Must have the ability to work off hours.
- Solid PC skills. (i.e. word processing, spreadsheets)
- Must have the ability to learn quickly and develop new skills independently.
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