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IT Problem Resolution Specialist

2 months ago

Atlanta, Georgia, United States King & Spalding Full time

King & Spalding is a leading global law firm recognized for its commitment to excellence, innovation, and exceptional client service. We leverage cutting-edge technology and expertise to deliver seamless and high-quality legal services in a rapidly evolving landscape.

We are seeking a highly skilled and analytical ITIL Problem Manager to join our team and play a critical role in ensuring the stability and reliability of our IT services.

Key Responsibilities:

  • Manage IT problem investigations from start to finish by facilitating root cause analyses and implementing corrective and preventative measures.
  • Analyze and report IT incident trend data to identify and eliminate root causes, initiate action to prevent potential service disruptions, and produce reports to demonstrate repeat incidents across the organization.
  • Provide process improvements and efficiencies aimed at minimizing operational risk and enhancing overall service quality by identifying, analyzing, and resolving the root causes of IT problems, preventing recurring incidents, and implementing improvements to enhance service quality and efficiency.
  • Lead the identification, analysis, and resolution of IT problems, ensuring they are documented and tracked effectively.
  • Conduct root cause analysis (RCA) to determine the underlying cause of problems and develop comprehensive solutions to prevent recurrence.
  • Collaborate with other IT teams, including Incident Management, Change Management, and Configuration Management, to ensure a holistic approach to problem resolution.
  • Design, implement, and maintain problem management processes aligned with ITIL best practices.
  • Track problem trends and analyze service performance data to identify potential issues and proactively prevent problems from occurring.
  • Develop and implement knowledge base articles and best practices to improve problem resolution efficiency.
  • Communicate effectively with stakeholders, including senior management, to keep them informed of problem progress and resolutions.
  • Engage with vendors and/or IT service owners to track, manage, and resolve service-impacting trends, including measurements against agreed-upon SLAs.
  • Participate in continuous improvement initiatives to enhance the effectiveness of the problem management process.

Qualifications:

  • Minimum 3-5 years of experience in IT problem management or a related role.
  • Proven understanding of ITIL principles and practices, particularly Problem Management.
  • Strong analytical and problem-solving skills with the ability to identify and diagnose complex technical issues.
  • Strong understanding of Microsoft Azure and Microsoft M365.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
  • Demonstrated ability to document and track information clearly and concisely.
  • Proficiency in IT ticketing systems (ServiceNow preferred) and problem management tools.
  • Experience with data analysis tools (PowerBI preferred) and reporting techniques is a plus.

Additional Requirements:

  • This is an opportunity for an experienced problem-solver with a strong understanding of ITIL best practices to contribute significantly to our organization.

We offer a comprehensive total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. Eligible employees may participate in King & Spalding's benefit program, including health and wellness, life and disability insurance, flexible spending accounts, a 401(k) plan, profit sharing, discount programs, and a generous Paid Time Off (PTO) program.

We are proud of our cohesive culture, which encompasses over 2,300 lawyers and business professionals in 24 locations worldwide. We seek to attract and develop the best talent to work with us.

King & Spalding LLP is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other status protected by applicable law.