Problem Management Analyst

hace 2 semanas

Saltillo, México Johnson Controls A tiempo completo

**Job Details**

**What you will do**:
Change Management Analysts play a key role in the success of organizational change such as changes to business processes, technologies, organizational structure, job roles and systems. Their mission is to prepare the IT organization for change to realize maximum benefits & ROI and to mitigate any negative impacts to both internal staff and external customers.

Problem Management Analysts work with people across all levels of an organization. They identify and manage problems using preventative methods and identifying underlying causes to help prevent future issues.

**How you will do it**:
**Change Management Responsibilities**:

- Leading the change management activities within a structured process framework.
- Designing the strategic approach to managing change and support operations that fall within the domain of change management.
- Oversee team execution in accordance with project plans, tools, and methods, and support resource planning and acquisition.
- Evaluating the change impact and organizational readiness to limit potential risk.
- Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure successful implementation
- Identifying risks and developing risk mitigation tactics.
- Supporting custom built training and communication as part of change management analysis. Activities may include designing or delivering training resources to appropriate userbase.
- Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.
- Conduct post-implementation reviews to assess the decisions and performance related to the change request. Perform follow up evaluations to ensure PIR actions are implemented successfully
- Providing reporting and other updates to management and project teams.

**Problem Management Responsibilities**:

- Manage, monitor and where possible ensure Problems and Major Incidents are permanently fixed (including identifying, recording and allocation of Problems/Major Incidents to the relevant operations teams
- Ensure that the root cause of Problems are proactively identified and documented
- Chair and contribute to any meetings concerning Incident Root Cause Analysis
- Chair and contribute to Problem review meetings

**What we look for**:
**Required**
- Good understanding of change and problem management principles, techniques & tools.
- ServiceNow
- Effective facilitation and influencing skills.
- Bachelor’s Degree in IT or related.
- Strong language skills especially fluent in English.
- Strong stakeholder management skills.
- Conflict resolution and negotiation skills.
- Good listening and communications skills.
- Project management and planning skills.
- Analytical mindset and critical thinking.
- Able to cope with pressure.
- Good problem-solving skills.
- Team player & able to collaborate with others.

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