Description
We are looking for a Junior profile corresponding to the description below.
Languages: French and English
Start date: ASAP
Location: Brussels
JOB SPEC:
Problem management analyst produces trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, departments, hardware types, etc.
Tracks unresolved issues.
Find solutions or hold meetings with IT groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
Key Responsibilities/Deliverable:
- Attend the Operations meeting to present and review progress on key problems.
- Use trend, root cause and data mining techniques analysis to proactively and reactively investigate Problems, establish common trends that may cause a fault to arise and establish trends for SLA breaches.
- Assist with the handling of major incidents and identifying the root cause
- Technical staff to actively prevent the replication of problems across multiple system
- Third line support group, including specialist support groups and external suppliers, to provide expertise
Knowledge, Skills and Experience:
- Strong analytical and questioning skills.
- Strong Matrix management skills are required to coordinate and drive the resources required to resolve problems.
- Stakeholder Management & Communication - able to identify, manage and communicate effectively with all stakeholders. Able to listen actively and express ideas and facts in a clear and confident manner both verbally and non-verbally. This includes reporting, presentation skills, meeting management and facilitation.
- An ability to assimilate and interpret technical information, and to present this information to any audience, be it technical or not, in a way that can be understood.
- Ability to work on own initiative and under pressure, across multiple Problem investigations.
- Strong analytical skills with a clear and logical approach to problem solving.
Education, Qualifications:
- Bachelor Degree in Computer Sciences or similar experience
- Minimum 2 years in a similar experience
- Microsoft certified IT professional windows 7
- Certifications Windows Server 2008 or higher is a plus
- ITIL v3 Foundations certified is a plus
- Strong affinity with IT evolutions
Deadline Tuesday 03/11 end of the day