Senior Problem Manager

Experian Consumer Services Careers That Define Whats the Next Big (Data) Thing for Consumers

What could be more exciting personally and professionally than being part of a disruptive business Consider taking your career to the next level by joining the Leader that continues to disrupt the competition.  As the disruptor and market leader we pride ourselves on building new markets leading the pack through continuous evolution and innovation. Its a position Experian Consumer Services has enjoyed for more than a decade and were always looking for the talent that can help expand that lead.

These days the next big thing is often the next Big Data thing. Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products.

As the Senior Problem Manager you will be the subject matter expert for our growing engineering teams.  Our ITIL Problem Management process is world class and has driven higher levels of service delivery across our Experian Consumer Services division for the past 4 years.  The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities.  This role requires advanced tactical planning and coordination along with a strategic outlook leadership problem solving organization and communication skills to be successful. 

What youll be doing:

Senior Problem Manager will be responsible for the following activities:

• Learn and become the subject matter expert for the ECS IT Service Management processes:  Problem Management
• Become fluent in the Problem Management process and supporting documentation and tools
• Be able to effectively identify and manage risk to production environments associated with all Problem Management activities
• Be able to evaluate and make recommendations on improving the Problem Management process
• Mentor and guide engineering teams on Problem Management
• Be able to navigate and manage conflict with people process and technology
• Create and enforce policies standards and supporting documentation
• Apply best practices in Service Management
• Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives
• Serve as a Problem Manager to drive these Problem Management activities:  problem identification root cause analysis (RCA) post-mortems Continual Service Improvement (CSI) corrective actions and Problem Management reporting
• Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner
• Develop strong metrics and KPIs and how to display them and achieve goals
• Ensures documentation is accurate and up-to-date
• Ensures that the Service Levels are respected
• Strong communication skills by providing timely and frequent updates to ECS Service Management Group
• Demonstrates critical thinking capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed
• Be the ITSM/ITIL Champion for Experian Consumer Services

Qualifications :

What your background looks like:

• 5 years of experience as an ITIL Problem Manager in a large matrixed organization 
• Demonstrated success of administering Problem Management and risk mitigation
• Experience with common ITSM tools including: JIRA Service Now and Confluence
• Strong understanding of ITIL Problem Management  
• Excellent coordination skills to manage complex IT technical investigations
• Organizational skills to be able to keep up and improve RCAs 
• ITIL v3/4 Foundations certified prefer intermediate or advanced ITIL certifications
• Bachelors Degree in Computer Science or related field (or equivalent job experience)
• Excellent written and verbal communication skills and proficient in English

Additional Information :

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

Remote Work :

No

Employment Type :

Full-time