Desktop Problem Manager Jobs

Coordinate with Release Management and Vendor Management to understand and align on budget/costs

Coordinate final approval of defect resolution and timing working with CAB, Release Management and application teams

Identify opportunities for improvement of the defect management process, and implement those improvements

Support incident management processes in the identification of known issues

Strong quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools

Understanding of customer behaviour, and experience in frontline customer service

Coordinate with Release Management and Vendor Management to understand and align on budget/costs

Coordinate final approval of defect resolution and timing working with CAB, Release Management and application teams

Identify opportunities for improvement of the defect management process, and implement those improvements

Support incident management processes in the identification of known issues

Strong quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools

Understanding of customer behaviour, and experience in frontline customer service

Serve as a subject matter expert for Ceridian’s incident management, cybersecurity, and privacy practices

Lead strategic or special projects required for Ceridian to meet its incident management objectives

Bachelor’s degree in Computer Science plus 5+ years related experience, or equivalent combination of education and related experience

Skills and experience we value

Effectively and reliably manage complex, and often highly sensitive, major incidents to conclusion by following the prescribed process

Experience managing complex cybersecurity and privacy investigations

Five or more years of experience in IT Problem Management.

Maturity level and skill/judgment to be able to influence management and operational teams throughout the organization.

Good communication (verbal and written) skills, including a strong appreciation of relationship management; sound problem-solving, analytical, research, and quantitative skills..

People management and leadership skills.

Self-discipline and organization with proven time management skills

Practical experience in different areas of ITSM other than Problem Management.

Efficiently manage and prioritize workload, promptly escalating any concerns regarding delivery

Creative problem-solving skills, with the ability to follow issues through to logical conclusions and escalate when necessary

Excellent analytical skills and proficiency in tools such as Business Objects, Minitab, and MS Excel

Confident communicator with excellent writing skills

Experience in a customer-facing role implementing solutions or providing services with a high level of accountability

Strong writing skills for maintaining accurate documentation and technical authorship of complex documents

An equivalent combination of education and experience.

Monitor and manage desktop support, Helpdesk, and VMWare support functions

3+ years of Helpdesk experience

Post-secondary education focused in Information Technology

VMWare Professional Certification is considered an asset; or,

Maintain high performance level for service-related processes and implement improvement activities

Updating service knowledge management systems and ensure standard change templates are available and maintained

Drive the overall quality of change & problem Management within a Managed Services organization

Acting as a subject matter expert for best practices of change & problem management methodologies and supporting processes

Identifying, reporting and action improvements to change & problem management processes and tools based on continual improvement opportunities and lessons learned

Working with System Administration team to ensure system workflow optimization in regards to change & problem management best practices

Providing management reports on change & problem metrics