SeniorAdministrator - Problem Management, ServiceNow

Job Summary

JOB DESCRIPTION:- Problem Analyst 1. Should coordinate with Problem Manager during the entire life cycle of Problem Management process. 2. Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors. 3. To prevent recurrence of incidents in the IT infrastructure 4. To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements. 5. Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA. 6. Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items. 7. Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management. 8. Also responsible to work on proactive problem management( Alert analysis and ticket analysis) 9. Identifies trends • Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure • To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms. • To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Key Responsibilities

JOB DESCRIPTION:- Problem Analyst 1. Should coordinate with Problem Manager during the entire life cycle of Problem Management process. 2. Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors. 3. To prevent recurrence of incidents in the IT infrastructure 4. To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements. 5. Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA. 6. Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items. 7. Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management. 8. Also responsible to work on proactive problem management( Alert analysis and ticket analysis) 9. Identifies trends • Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure • To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms. • To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Skill Requirements

JOB DESCRIPTION:- Problem Analyst 1. Should coordinate with Problem Manager during the entire life cycle of Problem Management process. 2. Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors. 3. To prevent recurrence of incidents in the IT infrastructure 4. To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements. 5. Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA. 6. Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items. 7. Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management. 8. Also responsible to work on proactive problem management( Alert analysis and ticket analysis) 9. Identifies trends • Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure • To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms. • To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Other Requirements

 JOB DESCRIPTION:- Problem Analyst 1. Should coordinate with Problem Manager during the entire life cycle of Problem Management process. 2. Responsible for performing root cause analysis for all high severity problems and drive permanent fixes for such incidents along with the support groups and vendors. 3. To prevent recurrence of incidents in the IT infrastructure 4. To regulate the lifecycle of all incidents/problems reported through the ITSM Tool, ensuring strict adherence to Problem Management processes and agreed Service Level Agreements. 5. Co-ordinate with the support tracks to ensure the RCA’s are uploaded within the defined SLA. 6. Host Weekly call with HCL support tracks to get the necessary updates for the problem tickets and to track the progress of the action items. 7. Presenting a monthly slide to the customer on monthly basis to show the performance/progress made on problem management. 8. Also responsible to work on proactive problem management( Alert analysis and ticket analysis) 9. Identifies trends • Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure • To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms. • To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.