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Problem Management Specialist - Nottingham

Employer
Buzz Bingo
Location
Nottingham, Nottinghamshire
Salary
30,000 - 40,000 + benefits!
Closing date
25 Aug 2022
Problem Management Specialist - Nottingham

About the role

Problem Manager

30,000 - 40,000 + benefits

Hybrid

Here at Buzz Bingo we operate 91 clubs and an award winning digital platform, our teams in Club Support Centre and our clubs across the country are smart, energised, and passionate about what they do. We know each person here can make a big difference, so we'll support your professional goals, give you what you need to thrive, and help you accomplish the right results - whatever your role.

We have an exciting new opportunity for an experienced Problem/Change Manager to join us! This role is a mixture of two distinct ITIL disciplines, Problem Management & Change Management. You'll take ownership of problem management process leading investigations through to resolution, performing analysis and identifying trends and managing remedial activities.

You'll also own the change management process, acting as gatekeeper of change with an essential part of the role in building great relationships with all stake-holders.

About your role

The role is a mixture of two distinct ITIL disciplines

Problem Management

Take ownership of the Problem Management process, leading problem management investigations through to resolution. Performing proactive incident analysis on our ITSM system, identifying trends, and managing these via a problem record through to resolution. Reactively managing any remedial activities required off the back of any major incident.

Change Management


Own the change management process, in a fast-paced environment, you will act as the gatekeeper of change. The work involved directing the flow of change requests and associated queries from inception to implementation. An essential part of the role is to establish and maintain constructive relationships with all stakeholders, including customers, engineers, service delivery and project management, delivering service excellence and exceeding expectations.


Tasks & Responsibilities

Problem Management
  • Own and maintain an ITIL based problem management process from identification through to resolution, to minimise the impact of service outages
  • Maintain a database of known issues, root causes and resolutions to guide the support teams in minimising the impact of incidents
  • Produce periodic performance reports identifying the impact of known errors and the cost and benefits of root cause analysis
  • Identify improvements in problem identification and resolution to minimise the impact of service outages for our customers resulting in fewer repeat incidents.
  • Actively manage the resolution of problems with third-party resolver groups.

Change Management

  • Own and maintain an ITIL based change management process. Ensuring all changes requests are logged and tracked throughout their lifecycle
  • Gaining necessary internal and customer work approvals prior to activities taking place
  • Take ownership for every customer interaction, accepting personal responsibility to see it through to resolution and delivering customer service excellence
  • Communication of change updates and planned outages to key stakeholders while ensuring that all changes adhere to the relevant internal and external standards
  • Organise and manage the twice-weekly internal Change Advisory Board (CAB) reviews
  • Evaluate change requests and impact assessments and working both business and IT teams


Skills & experience

We are looking for people who have experience working in afast-paced environment, prior experience within a ITIL Services environment is highlyadvantageous along with experience of working within a Problem or ChangeManagement function.


Your skills:

  • Experience of the ITIL framework, preferably with prior exposure to Problem Management and Change Management roles
  • Intermediate skills in the use of Microsoft Word, Excel and Outlook with previous exposure to Teams and SharePoint desirable
  • Working knowledge of ServiceNow or previous experience of a service management toolset
  • Basic understanding of information technology concepts e.g. networking, Windows\Linux servers, MS Azure, SQL
  • Equally motivated working at home, as part of a team or on own initiative
  • Desire to expand abilities in analysis, planning, problem-solving and stakeholder management
  • Ability to deliver accurate work to predefined timescales
  • A general interest in all areas of information technology
  • Able to multi-task and prioritise own workload
  • Able to assist in making decisions in a fast-paced environment
  • Third Party Management experience

Other requirements:

  • ITIL v3 or v4 Foundation (Essential)
  • MCP Certification (Desired)
  • Knowledge of ITSM tools in particular Service Now


Additional Information

This role offers a basic salaryof 30,000 - 40,000 (doe) and a range of benefits that includes 25 days leave+ 8 bank holidays, options to buy additional leave, company pension & lifeassurance schemes.

This is a remote based role with occasional travel as required to our Nottingham based 'Buzz Hub'

If you have the skills & experience we are looking for then apply today...we'd love to hear from you!



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