Problem Management Specialist - Heredia, Costa Rica - DHL
Descripción
PROBLEM MANAGEMENT SPECIALIST
Purpose:
- Full command of the Problem Management process in DPDHL, as well as PRS techniques (Kipling, 5 times why, Ishikawa diagram, PDCA, etc).
- Single Point of Contact in the region (Americas) for everything related to Problem Management at a Global level.
- Hold monthly meetings with the EUS teams in America to discuss open Problem tickets.
- Support the reinforcement of existing Global training for ITS members in the region (Spanish and English).
- 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
- 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)
- Updates the available reports with identified improvements
- Create or update work instructions/guidelines where necessary
- Creates and maintains knowledge articles related to problems per knowledge management process
- Maintains SD Known Errors
- Conduct the Problem Management awareness process training to the new joiners and SD PM Specialists
- Provide adhoc refresher training when necessary
- 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.
- 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
- 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
- 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.
- Plans, coordinates and deliver the relevant PM trainings to junior SD PC
- Provide coaching to junior SD PC on PM Knowledge and process
- Participates in GSN PM Module upgrade projects, perform in-scope tools tests
- Handle routine request and issues
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