June 16, 2021

Job Opening: Problem Management Analyst (0391)

Problem Management Analyst (0391)
Cambridge University Press – Manila
Makati City, Metro Manila
Hiring until August 04

Job Location: 16F Frabelle Corporate Plaza, 129 Tordesillas Street, Bel-Air, Makati City, Metro Manila

Employment Type: Full-Time
Position Level: Staff
Work Schedule: Flexible
Job Category: Computer & IT
Vacancy: 1

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Job Description

Job Purpose

The Problem Analyst looks after the use of the defined Problem Management process in the Press and help manage the life cycle of all problems. He/she aids root cause analysis (RCA) and monitors the use of permanent fixes and preventives measures, ensuring that these are applied through suitable process and within agreed timeframes.

This position works to minimize the adverse effects of incidents and problems and to proactively prevent the occurrence of these issues. He/she will also assist in Incident Management by maintaining known errors.

Principal Duties
Work with Problem Manager to define, plan, implement, operate and conduct the Problem Management process throughout the Press
Execute proactive problem management by pinpointing trends and potential problem sources through incident review and analysis
Initiate problem investigation and root cause analysis with the involved Support Groups in conjunction with the Problem Manager
Engage in activities required to ensure that the action items related to permanent fixes and preventive measures are used within agreed timeframes
Maintain data about known errors and workarounds in the Known Error Database
Produce Problem Management report to demonstrate performance of the Problem Management process
Actively engage in the betterment of the Problem Management process and find areas of improvement


Educational Attainment: College Graduate
Min. Work Experience: 2 years

Qualification Summary

Knowledge and Experience
Bachelor’s degree preferably in IT or related course
At least 2 years of experience with Incident/Problem Management
ITIL v3 Foundation Certified and knowledge of ITIL Service Operation
Understanding of ITIL best practices and use of IT Service Management ticketing tool
Creative problem solving skill, must be able to follow an issue through to its logical conclusion and escalate where needed
High level technical understanding of IT services and their components such as servers, networks, database and software development life cycle
Interpersonal skill to liaise and work with multiple teams, with persistent approach to influence Support Groups to address problems in a timely manner
Excellent written and verbal communications skills, maintaining accurate documentation of root cause analysis (RCA) with Support Groups
Good presentation skill across multiple levels of the organization, including senior management
Must be willing to work during Asia or EU hours as needed
Preferably with experience working with multi cultural teams in diverse geographic locations

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