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Problem Manager

Location

Home-based

Background

The post-holder will work across the business setting standards and establishing processes and procedures that support a consistent approach to Problem Management working within an ITIL framework. The role will work closely within the Service function through effective problem management, identification of problems and management of problems through to resolution. Working with product owners to prioritise problem investigation and defect analysis to reduce re-ocurring incidents. 

Duties and responsibilities

  • Overall accountability for Problem Management including trend analysis to proactively identify repeat issues and review how to prevent these from re-occurring
  • Proactively monitor incident resolution to analyse and highlight trends in regular meetings held with the service managers, support teams and product owners
  • Ensure all Problem investigations and Known Errors are managed effectively through the Problem Management lifecycle and are documented accurately in JIRA
  • Responsible for the provision of Root Cause Analysis information for the purposes of Post Incident Reports within agreed timescales ensuring the Incident Management Teams are following proper RCA instigation processes
  • Ensure that Problem records are classified and prioritised correctly, and details of the incident symptoms and workaround have been captured with correct links to the incident to ensure all information is visible to the customer
  • To ensure problems are aligned with ISO compliance for reporting of non-conformity, improvement actions and risks
  • Arrange and hold Problem reviews with Release Management to discuss and progress complex and/or stalled problem investigations
  • Attend Post Incident Reviews on site as required and ensure that any actions are captured and related to the appropriate Problem record(s)
  • Create agreed action plans with clear deadlines and be accountable for the delivery of those plans
  • Act as the Major Incident Manager liaising with all internal teams and attending site when necessary Coordinate/facilitate the communication process as well as the escalation process during a high priority incident
  • Compile and publish regular operational reports detailing high profile outages
  • Produce accurate statistical reporting for Problem Management and deliver to appropriate stakeholders within agreed timescales including priority problems and trend analysis and potential business risks associated to problems.

Skills and experience

The post holder must have knowledge / experience of: 

  • Strong relationship building, influencing and negotiating skills
  • Problem solving techniques
  • NHS experience with a sound understanding of the business processes
  • Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand
  • Good documentation skills
  • Strong written & verbal communication and interpersonal skills
  • Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
  • Excellent customer relationship skills
  • ITIL Foundation

It is desirable for the post-holder to have the following skills:

  • Specialist Certificate in Problem Management
  • Six Sigma Green Belt Certification
  • Knowledge of JIRA
  • Previous Problem Management experience

Applications

Please apply in writing, sending a covering letter & CV to hrrecruitment@systemc.com 

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