Program Manager Job in Bothell, Washington US
Program Manager
The purpose of this position is to work with peer analysts to support the IT Problem Management process. In addition to executing the normal tasks listed (below) for a Problem Manager, this position will also assist the Manager of the team with key Continuous Service Improvement initiatives planned for the IT Problem Management process. They will be responsible for intake; while the Project Mgr/Analyst will take problems and drive corrective actions. Enforce published Standards and Policies for IT problem management Facilitate Root Cause Analysis (RCA) on all high severity incidents Facilitate the identification of Irreversible Corrective Actions (ICA) for all high severity incidents, Problems and known errors Identify and investigate problems and known errors Monitor progress on the resolution of problems and known errors Advise incident management staff Identify trends and potential problems Raise RFCs to prevent the recurrence of problems Prevent the replication of problems across multiple systems Analyze performance against published KPIs for an assigned portfolio of systems Perform trends analysis against an assigned portfolio of systems Generate reports as needed; leveraging Remedy, Crystal Reports and Excel Support the process integration with IT Release delivery, engineering problem management, major incident management, change management, IT service continuity management and service asset and configuration management Support new process integration initiatives and the ongoing improvement to existing process integrations Attend and support the daily operations call Daily time tracking against defined tasks within Clarity Lead cross function teams to analyze issues and outages, investigate and diagnose root cause and recommend corrective actions needed to reduce problem instances Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues Track and communicate the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders. Provide problem process subject matter expertise Provide training to support teams and business users on processes and problem tracking tools and tasks. SKILLS ITIL Foundation Certification and ITIL CSI Certification (if not, they will have worked in an ITIL environment) ITIL v3 Foundations Certification required ITIL v3 Operational Support and Analysis preferred Experience with Problem and Incident Management Project Management experience Experience writing process documentation System Analysis experience in the support/operation of an enterprise wide carrier class application, pref. a wireless environment (6-8 yrs preferred) Knowledge of software development principles and methodologies Knowledge of wireless telecommunications industry (prefer 6-8 years) Knowledge of wireless billing principles and processes (prefer 6-8 years) Oral communications: proven ability to express ideas verbally, including good presentation skills Written communications: proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation 2-3 years prior experience working within IT Problem Management 2-3 years prior experience driving Process Improvement initiatives Intermediate to advanced skills working with Remedy Intermediate to advanced skills working with BI reporting tools Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint