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Global Problem Specialist

2 months ago

StocktononTees, United Kingdom Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Job Details:
Job Summary:
The Global Problem Specialist will work as a member of the Global ITIL Operations Team reporting to the Global Manager for Major Incident and Problem Management. The Global Problem Specialist is responsible facilitating high performance and collaboration in alignment to the Global Problem Management process, ensuring governance and adherence to the following:

- Problem Management
- Contingency support for Major Incident, inclusive of an on-call requirement

Essential Job Duties and Responsibilities:

- Responsible for driving the related Global Problem Management policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
- Manage and maintain the Known Error database
- Identify, analyze, prepare risk mitigation tactics
- Conduct Problem Review Boards ensuring outputs are recorded, tracked and driven via Post Reviews within the relevant ITSM
- Support training efforts and audit requirements
- Compile and hold reviews of KPI’s, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
- Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes, inclusive of acting as Major Incident contingency

Minimum Job Requirements:

- Experienced in multiple problem management methodologies
- Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
- Able to make a significant contribution in a team environment
- Exceptional listening and analytical skills
- Reporting experience across a range of Customers
- Strong understanding of ITIL processes
- Ability to identify trends and interpret data, strong understanding of Incident management and Problem Management
- The use of Microsoft Office particularly, Word, Excel and PowerPoint
- An understanding of Cubic Technology
- A wide understanding of customer service processes and methodologies

Education and Qualifications:
Essential
- A Level education or equivalent

Desirable:

- ITIL v3/v4 Foundation certification
- The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need._

Worker Type:
Employee