Jr. Problem Coordinator

Work Schedule

Environmental Conditions

Job Description

Position Overview: The Junior Problem Coordinator plays a key role in supporting the problem management process within the organization. Under the close guidance of the Problem Management Lead or senior team members this role focuses on the identification investigation and resolution of IT problems to minimize service disruptions. The Junior Problem Coordinator assists in coordinating activities ensuring problems are logged tracked and resolved while developing key job-related skills and following structured processes.

This position is ideal for someone early in their IT career who is eager to grow in the field of IT Service Management (ITSM) with a focus on learning participating in team workstreams and gaining hands-on experience in problem management.

Key Responsibilities:

• Problem Identification & Logging:
  • Assist in monitoring recurring incidents and performance data to identify potential problems while learning the fundamentals of problem management.
  • Contribute to problem management reports including trends and performance metrics as directed by the Problem Management Lead.
  • Ensure that all problems root causes workarounds and resolutions are documented accurately in the ITSM tool.
• Root Cause Analysis (RCA):
  • Participate in root cause analysis (RCA) sessions led by senior team members listening carefully and taking notes to aid in understanding the process.
  • Present ideas and ask relevant questions when appropriate to participate in discussions raising issues to senior team members when necessary.
  • Support in documenting findings from RCA and maintaining problem records.
• Problem Resolution Coordination:
  • Support the Problem Management Lead in coordinating the resolution of problems by working with relevant technical teams and ensuring timely resolution.
  • Assist in managing workarounds and tracking progress toward permanent solutions.
• Complete Assigned Tasks & Projects:
  • Heavily reliant on the manager or senior team members for daily tasking ensuring all duties are completed on time and with appropriate quality.
  • Expected to participate in projects and team workstreams related to problem management such as data gathering tracking metrics and coordinating small tasks but not lead any workstreams independently.
• Communication & Learning:
  • Regularly ask questions and raise issues to senior team members to ensure clarity and proper resolution of assigned tasks.
  • Actively participate in team meetings training sessions and knowledge-sharing activities to improve problem management processes.
  • Focus on developing job-related skills completing any assigned training and continuously improving knowledge of problem management practices.

Qualifications:

• Education:
  • A degree in Information Technology Computer Science or related field (or equivalent work experience).
• Experience:
  • 1-2 years of experience in an IT support incident management or problem coordination role (or equivalent).
  • Experience with IT Service Management (ITSM) frameworks such as ITIL is a plus.
• Technical Skills:
  • Familiarity with ITSM tools (e.g. ServiceNow JIRA Remedy) and ticketing systems.
  • Basic understanding of root cause analysis (RCA) techniques and methodologies.
  • Familiarity with IT infrastructure and operational support processes.
• Soft Skills:
  • Good communication skills both written and verbal.
  • Excellent organizational skills and attention to detail.
  • Analytical thinking with the ability to identify patterns and trends.
  • Willingness to learn and develop new skills with a proactive attitude towards training.
  • Collaborative individual with the ability to participate in team projects and workstreams without leading them.

Opportunities for Growth:

• As a Problem Coordinator you will have opportunities to:
  • Develop advanced problem-solving and analytical skills.
  • Gain experience in process improvement and ITIL-based problem management practices.
  • Progress into more senior problem management roles or other areas within IT Service Management.
  • Learn from Experts: The opportunity to learn directly from seasoned professionals who have extensive knowledge and experience.
  • Mentorship: Having access to mentors who can provide advice on career development problem-solving techniques and soft skills like communication and leadership.
  • Join a supportive Environment: An expert problem management team who will help you to grow and build confidence.
  • Learning Opportunities: Access to training resources certifications and ongoing education supported by the team to improve both technical skills.