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IT Problem Coordinator ( ITIL - ServiceNow)

Base 3

Posted on Dec 21, 2022 by Base 3

Brussel, Belgium
Immediate Start
Annual Salary

Role and Responsibilities:

  • You identify and record the problems through the review of the incidents affecting the technical infrastructure in collaboration with PMC and the Major Incident managers
  • You support the identification and fixing of the root cause of IT incidents on a daily basis in collaboration with the technical experts of the various IT teams
  • You develop and execute Problem management monitoring tools to help the Problem Managers to better prioritize the problems resolution workload and commit on corrections launch dates
  • You contribute to SWAT teams and Task force initiatives
  • You provide input to the senior IT Production Service managers and IT Business Relationship managers to prepare the Post Incident Review report for Major IT Incidents
  • You perform pro-active Problem management by continuously monitoring the less critical recurrent incidents and capturing non-technical root causes of incidents. You help the Support teams in identifying and recording problems before they create incidents
  • You adapt and improve the Problem Management process to best fit with IT strategy

Essential technical skills:

  • Ability to understand distributed, Mainframe or Middleware infrastructure discussions and challenge IT experts in a constructive way
  • You have practical experience in one or more of the following roles: Problem coordinator, Problem manager, Service (Level) manager, Service Delivery manager, IT Incident manager, IT engineer, PMC, Hotline.

Good to have technical skills

  • An ITIL certification is a plus.
  • Good knowledge of Production infrastructure and services
  • Practical experience with ServiceNow ITSM is a plus

Note: this role has been assessed as Inside IR35 which only affects UK resident candidates

Reference: 1831243917


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