Lead Analyst, Problem Management

hace 3 semanas

Barcelona, España Sita A tiempo completo

.We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big? Are you ready to love your job? The adventure begins right here, with you, at SITA. ABOUT THE ROLE & TEAM We are excited to announce a new role for a Lead Analyst, Problem Management, to join our team. If you have a strong analytical mindset, a passion for improving processes, and excellent communication skills, this role could be perfect for you. As a Lead Analyst, Problem Management, you will lead our efforts to manage and resolve IT problems, ensuring the stability and reliability of our services by managing the lifecycle of all problems. You will work closely with various global teams to identify service management issues, analyze their root causes, and implement effective solutions. You will play a crucial role in preventing incidents and minimizing recurring issues. You will work closely with internal stakeholders and partners to identify, analyze, and resolve problems, driving continuous improvement initiatives across the organization. WHAT YOU'LL DO Identify, log, and categorize problems based on incident data from the service management of application infrastructure that supports B2B external customers. Conduct thorough root cause analysis to determine underlying issues. Develop and implement problem management processes and procedures. Engage and collaborate with cross-functional teams to resolve problems and prevent recurrence. Monitor and report on problem management metrics and KPIs. Maintain a documented and up-to-date known error database to ensure that all identified issues, their root causes, and solutions are clearly recorded and easily accessible. Communicate effectively with stakeholders regarding problem status and resolution plans. Drive continuous improvement initiatives to enhance problem management practices. Qualifications ABOUT YOUR SKILLS Bachelor's degree in information technology, Computer Science, or a related field. Proven experience in problem management or a similar role within a complex IT/ Service Management environment. Strong analytical and problem-solving skills. Proficiency in using ServiceNow. Familiarity with ITIL framework and best practices. Excellent communication and interpersonal skills. Ability to engage and influence stakeholders effectively. Ability to work effectively under pressure and manage multiple priorities. Skilled in leading technical discussions and briefings for both technical and non-technical audiences. Fluency in spoken and written English

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