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Problem Management Consultant

2 months ago


Atlanta, Georgia, United States The Brixton Group, Inc. Full time
Job Title: ITSM - Problem Management Consultant

**Job Summary:**

We are seeking a highly skilled Problem Management Consultant to join our team at The Brixton Group, Inc. As a key member of our IT Service Management team, you will be responsible for ensuring the effective management of IT services and resolving complex problems that impact our clients.

Key Responsibilities:

  • Ensure compliance with IT service management processes, including incident management, change management, asset and configuration management, problem management, capacity management, availability management, release & deployment, and continual service improvement.
  • Collaborate with resolver teams to ensure adherence to service management processes, reducing ticket aging and improving overall service quality.
  • Work closely with client stakeholders to capture their expectations and ensure delivery center teams meet client and process expectations.
  • Manage client escalations in service management areas, providing timely and effective resolutions.
  • Own team schedules and rosters for service management process staffing, ensuring adequate resource allocation.
  • Develop and maintain dashboards for infrastructure health and process compliance, providing regular updates to stakeholders.
  • Engage team members across different platforms, providing cross-training to ensure primary and secondary accountability.
  • Conduct regular training sessions for process updates or new hire orientations, ensuring team members are competent in service management areas.
  • Ensure quality of service management delivery by setting up daily/weekly checkpoints with operations team members to review and track progress on incident, change, service request, problem, risk, audit, etc.
  • Identify training needs and ensure compliance to ensure competent staffing for service management areas.
  • Document and review client engagement risks with internal and client stakeholders, tracking progress on remediation plans.
  • Ensure client-agreed reports are created and published on agreed frequency with accurate information.

Knowledge and Skill Requirements:

  • Strong understanding of ITIL principles and relevant ITIL qualifications.
  • Experience in infrastructure operations management.
  • Coordination, negotiation, and persuasion skills.
  • Ability to work with all levels of client and internal resources.
  • Strong oral and written communication skills.
  • Excellent interpersonal skills.
  • Ability to apply client methodology, reusable assets, and previous work experience to deliver high-quality work.
  • Deliver written or oral status reports regularly.
  • Stay educated on new and emerging market offerings that may be of interest to our clients.
  • Adapt to existing methods and procedures to create alternative solutions to moderately complex problems.
  • Understand the strategic direction set by senior management as it relates to team goals.
  • Use considerable judgment to define solutions and seek guidance on complex problems.
  • Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within The Brixton Group, Inc.
  • Manage teams and/or work efforts (if in an independent contributor role) at a client or within The Brixton Group, Inc.
  • Extensive travel may be required.
  • Organization skills.
  • Strong drive to excel in client service and customer satisfaction.
  • Strong understanding of Service Level Agreements and metrics.
  • Flexible to working in shifts.
  • Good interpersonal skills.

Qualifications:

  • ITIL Foundation Certificate.
  • ITIL Intermediate Certificate in one of the Life Cycle (preferred).

Education:

A minimum of Bachelor's Degree or higher, although relevant experience will be taken into consideration.