PROBLEM MANAGEMENT SPECIALIST
Purpose:
1.
Full command of the Problem Management process in DPDHL, as well as PRS techniques (Kipling, 5 times why, Ishikawa diagram, PDCA, etc).
2.
Single Point of Contact in the region (Americas) for everything related to Problem Management at a Global level.
4.
Hold monthly meetings with the EUS teams in America to discuss open Problem tickets.
5.
Support the reinforcement of existing Global training for ITS members in the region (Spanish and English).
6.
Present monitoring and progress of the Problem Tickets of each BU within the regional SPR meetings.
Qualifications:
- Power BI
- Advance Excel
- SQL
- HTML
**Responsibilities**:
1.1.1 Coordinate and manage PM activities in service desk
- Coordinate with Problem Specialist related to Problem Management activities
- Collaborate with other regions Service Desk Problem Coordinators
- Proactively identify and trigger Problem Management process
1.1.2 Monitor and report on service desk PM process performance
- Regular monitoring of service desk Problem Management performance to ensure quality and performance are achieving the KPI
- Identify gaps or issues and trigger the functional escalation metric if necessary.
- Conducts regular status meetings to review Problem Management activities with relevant stakeholders
- Obtain feedback from SD management, PM Service Lead and related Problem Manager
- Collaborate with Service desk QA and relevant SMEs on ticket quality related issues (e.g.
Incident ticket type/closure code etc)
1.1.3 Implement PM improvement within service desk
- Updates the available reports with identified improvements
- Create or update work instructions/guidelines where necessary
1.1.4 Knowledge management
- Creates and maintains knowledge articles related to problems per knowledge management process
- Maintains SD Known Errors
1.1.5 Provide training and coaching within service desk
- Conduct the Problem Management awareness process training to the new joiners and SD PM Specialists
- Provide ad-hoc refresher training when necessary
1.1.6 Communication and provision of PM information
- Coordinates communication between service quality and service desk
- Ensures the relevant information is properly communicated to the stakeholders.
- Establish regular performance dialogs with SD PM Specialist and PM Service Lead.
1.1.7 Coordination of SD PC globally on PM activities
- Establish regular meeting with SD PC to ensure PM efforts meet service desk management and PM Service Lead expectations success, quality and performance
- Responsible for performance of Problem Management activities in the region
- Report SD PC progress to PM Service Lead during SD PC weekly meeting
1.1.8 Review performance with stakeholders
- Stakeholders refer to anyone who involves in the Problem Management activities, eg: Service Desk HOD, Service Owner etc
- Problem Management performance review with Service Desk Head of Domains provides suggestion/recommendation on improvement plan
1.1.9 Identify, initiate and drive the improvement within service desk
- Identify suggestion, gap in the process by collecting feedback on regular meeting.
- Set improvement action plan and align with other SD PC on execution.
- Drive new initiative based on SD PC agreed suggestion.
1.1.10 Training and coaching within SD PC on PM Process
- Plans, coordinates and deliver the relevant PM trainings to junior SD PC
- Provide coaching to junior SD PC on PM Knowledge and process
1.1.11 Others
2.
Participates in GSN PM Module upgrade projects, perform in-scope tools tests
3.
Handle routine request and issues