IT Service Management Problem Manager

Job/Position DescriptionThe Problem Manager role resides on the IT Service Management (ITSM) team and reports to the IT Service Management Director. Through analysis of problems and coordination with service owners to improve operations, this position will help manage and evolve, ITSM operations for the agency in a coordinated and collaborative way with other team members, business partners, and other functional units. This position will require expert knowledge of ITSM best practices, ITSM platforms and tools, preferably BMC Helix ITSM, in addition to documented practical experience.Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.Participates in the Problem Management practice from a strategic and tactical perspective. Analyzes incidents over time and the results of operational activities to provide recommendations for improvements to operational processes.Design and development of Problem management best practices for the organization. Also, works to establish and improve training, communications, and program adoption.Develop collaborative project plans for best implementation and adoption of a Service oriented approach for Problem management. Drives steady state, incident reduction and continuous improvement in the ITSM operations support of the organization.Participates in other discussions to understand service requirements and ITSM operations management.Proactively engages with Incident Management and other department stakeholders for comprehensive Problem solutions.Documents process, procedures, and work instructions Registrations, Licensure Requirements or CertificationsMin. ITIL Foundation v3 certification required, advanced ITSM certifications strongly preferred including Problem, project management and BMC technology certifications. Knowledge Skills AbilitiesKnowledge of Problem management practices, tools and technologiesKnowledge of project management best practicesKnowledge of BMC software technologies, especially ITSMKnowledge of ITSM best practices and processesKnowledge of development methodologies across various technologies, including AgileKnowledge of continuous integration methodologies and tools, including DevOpsKnowledge of major public cloud providers (AWS, Azure, GCP) and their related tools as well as system-monitoring tools such as Dynatrace, Splunk, etc.Skill in establishing plans and setting objectives and goals that support an overall business strategy.Skill in managing multiple priorities, prioritizing tasks and working independently.Skill in identifying problems, evaluating alternatives, and implementing solutions.Skill in working collaboratively and cooperatively with diverse groups.Ability to adapt to a dynamic cultureAbility to deliver work within defined schedules, cost and quality.Ability to coordinate multiple assignments, set priorities, and meet deadlines.Ability to communicate with a high level of effectiveness both verbally and in written formats.Ability to adapt and learn quickly.Ability to understand industry best practices and apply them to the agencyand#146;s needs.Ability to create procedures for ITSM activities.Ability to collaborate and work effectively within a large organization Initial Screening CriteriaBachelorand#146;s or higher degree from an accredited college in business administration, computer science, information technology or related study preferred. Work experience in the IT field may be https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=620462 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.