At Huron, we believe there's a better way to achieve the type of change that delivers long-term success for our clients. It takes genuine collaboration, deep expertise, and steady focus. It takes true partnership, from day one.
Sustainable, enduring change doesn't just happen. It requires a dedicated partner to produce measurable, long-lasting results - results that improve performance today, help chart the course for tomorrow and prepare our clients for the challenges of the future.
It's this passionate commitment to our clients' success that drives us. We are Huron. Create Your Future.
Problem Manager, IT
Category: Technology
Opportunity Type: Experienced
Country: United States
State: FL
City: Pensacola
Job Type: Full-time Salary
Position Summary: The Problem Manager works collaboratively with the IT Team and Huron's Practice areas. This position is responsible for:
- Being a single point of contact for one or more problems
- Owning and coordinating actions to resolve these problems
- Analyzing root cause, identify known error, and coordinating actions to resolve the error
- Reviewing problem trends while planning and driving the Improvement Plan
- Proactively identifying problems, analyzing and recommending Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
A viable candidate will possess a broad and well-rounded background with the ability to troubleshoot various issues.
The Problem Manager works on assignments of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates judgment in selecting methods and techniques for obtaining solutions.
KEY RESPONSIBITIES INCLUDE:
- Identifies trends and potential problem sources by reviewing Incident and Problem analysis
- Prevents the replication of problems across multiple systems
- Reviews the efficiency and effectiveness of the Problem Control Process
- Monitors the effectiveness of error control and makes recommendations for improvements
- Maintains inventory of problems under analysis and their current progress and status
- Follows up issues and progress with problem owners where necessary
- Produces Problem Management reports and management information
- Coordinates meetings to resolve problems
- Prevents recurrence of issues by identifying root cause and coordinating the implementation of a fix driving all problems towards a permanent resolution
- Works with all internal technical teams, Service Management and external parties such as infrastructure and software providers
- Will need to have an innovative approach as problems are unique and may be complex
- actice Area Managers and Technical Leads to ensure System Management needs are met
SUCCESSFUL CANDIDATES WILL POSSESS THE FOLLOWING:
Ability to work independently and as part of a team
Ability to analyze issues with minimal supervision
Strong communication skills including the ability to communicate effectively with people within their team, Management within Information Technology, and Stakeholders
Excellent organizational skills
Ability to problem solve with minimal supervision
Provides resolution to a diverse range of issues
Qualifications: Excellent analytical skills
Good knowledge of technical areas including knowledge of infrastructure, end user computing and applications
Excellent customer service skills
Excellent organization skills
Excellent communication skills
Understandng of ITIL processes and how the processes interact
Experience: 3-5 years in Information Technology working with Incident and Problem Management processes preferably with some of that time in a Problem Manager role
Education: Bachelor degree or equivalent work experience
ITIL Certification
ADDITIONAL QUALIFICATIONS: Skills: Prior technical experience in Networking, Infrastructure or end user computing is a plus
Experience leading or coordinating projects desired
About Huron:
At Huron, we're redefining what a consulting organization can be. We go beyond advice to deliver results that last. We inherit our client's challenges as if they were our own. We help them transform for the future. We advocate. We make a difference. And we intelligently, passionately, relentlessly do great workether.
Are you the kind of person who stands ready to jump in, roll up your sleeves and transform ideas into action? Then come discover Huron.
Whether you have years of experience or come right out of college, we invite you to explore our many opportunities. Find out how you can use your talents and develop your skills to make an impact immediately. Learn about how our culture and values provide you with the kind of environment that invites new ideas and innovation. Come see how we collaborate with each other in a culture of learning, coaching, diversity and inclusion. And hear about our unwavering commitment to make a difference in partnership with our clients, shareholders, communities and colleagues.
Huron Consulting Group offers a competitive compensation and benefits package including medical, dental, and vision coverage to employees and dependents; a 401(k) plan with a generous employer match; an employee stock purchase plan; a generous Paid Time Off policy; and paid parental leave and adoption assistance. Our Wellness Program supports employee total well-being by providing free annual health screenings and coaching, bank at work, and on-site workshops, as well as ongoing programs recognizing major events in the lives of our employees throughout the year. All benefits and programs are subject to applicable eligibility requirements.
The Company is fully committed to providing equal employment opportunity in recruitment, employment, compensation, benefits, promotions, transfers, education and all other terms of employment. Huron will not discriminate on the basis of age, race, color, gender, marital status, sexual orientation, gender identity, national origin, religion, Vietnam era of veteran status, physical or mental disability, creed, citizen status or any other status protected by federal, state of local law. We endeavor to maintain a drug-free workplace.
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