Problem Management Analyst - Heredia, Costa Rica - Experian

Empresa verificada
Heredia, Costa Rica

hace 1 mes

Andrea Rodríguez

Publicado por:

Andrea Rodríguez

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Company Description

About us, but we'll be brief

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society.

We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for.

In addition, for the last five years we've been name in the 100 "World's Most Innovative Companies" by Forbes Magazine.

Job Description:

What you'll be doing
We are currently recruiting for a Problem Management Analyst in the Service Management team.

Problem Management is responsible for identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause.

Involves also the oversight and management of service impacting outages for NA Problem Management.

This position will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements, while also working alongside and complementing the other Service Management disciplines of Incident Management, Change Management, Release Management and Service Level Management to provide an effective and reliable Service Management solution for Experian.


  • Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat, capturing key learnings to improve processes and best known practices; a ensuring SLAs and key indicators are meet while using Agilescrum best practices.
  • Act as the central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns.
  • Maintain problem management process and metrics to established service level objectives.
  • Act as the liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.
  • Audit problem information frequently, ensuring that processes and procedures are being adhered to.
  • Work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements. This involves coordinating with separate technical teams, structuring investigations and working with the respective support teams to ensure accurate and timely information is disseminated. Furthermore, the team is responsible for problem management follow up actions following an incident.


What your background looks like


  • Bachelor's degree or equivalent experience
  • 23 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management
  • Previous experience with Incident analysis and trending
  • Previous experience in defining process metrics and KPIs
  • Previous experiencein IT environments, infrastructure support experience a plus
  • Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences including senior management
  • English proficiency, spoken and writing
  • Agile-Scrum knowledge
  • Proficiency using Service Now for ticket logging, tracking and reporting
  • Excellent analytical and reporting skills, experience on data analysis using Power BI is a plus
  • Proven skills in collaborating with other teams, both technical and nontechnical
  • Strong customer centric orientation with the ability to work effectively with diverse teams
  • Selfstarter with strong technical skills and ability to learn new technologies quickly

Beneficial skills:

  • ITIL Foundation level or above
  • Broad technical and or operational knowledge of Experian infrastructure
  • Database skills and Website skills
Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

  • Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _
    _The Power of YOU__ and it ensures that we live what we believe._

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