BRP is seeking an experienced IT Problem Coordinator with a strong background in ITIL best practices, ERPs and IT infrastructure. The ideal candidate will have a minimum of 5 years of experience in IT Problem Management or related field and be responsible for coordinating the resolution of major incidents without root causes and/or recurring IT issues, ensuring root cause analysis (RCA) is conducted effectively, and driving continuous service improvement.
The IT Problem Coordinator will work closely with cross-functional IT teams, service providers, and business stakeholders to minimize the impact of IT problems and prevent future incidents. Strong communication skills in both French and English (spoken and written) are essential for this role.
YOU'LL HAVE THE OPPORTUNITY TO:- Assist the Problem Manager with investigations and actions.
- Help implementing and participates in the continuous improvements of the governance and processes around problem management in collaboration with the incident management team and manager.
- Review the incident requests that have been related to the services for which the incident has been opened.
- Assess problems to ensure they are genuine.
- Monitor and controlling the detection, recording, assignment, escalation, and resolution of problems.
- Coordinate technical and service Subject Matter Experts (SMEs).
- Document problem information.
- Publish workarounds & known error articles.
- Coordinate decisions on whether to apply a fix.
- Propose whether to accept the risk of not applying a fix.
- Review problems to check for quality and completeness.
- Drive the efficiency and effectiveness of the problem management process.
- Liaise with other IT teams and stakeholders to gather information.
- Resolve problems, through Change Management where applicable.
YOU WILL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:- Minimum 5 years of experience in IT Problem Management, IT Support, or IT Operations. (Experience in Project Management also considered)
- Strong knowledge of ITIL framework (ITIL certification is a plus).
- Solid understanding of IT infrastructure, including servers, networking, and databases technologies.
- Experience with IT Service Management (ITSM) tools such as ServiceNow, Remedy, or similar.
- Strong analytical and problem-solving skills with a proactive approach to issue resolution.
- Excellent communication skills in both French and English (spoken and written).
- Ability to work in a collaborative, fast-paced environment and manage multiple priorities
- Experience coordinating with external vendors and managed service providers.
ASSETS:- Experience in a manufacturing or industrial IT environment.
- Experience working with SAP environments.
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