Incident Problem Manager

About Grainger:
Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.
We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.
Position Details:
The Business Analyst IV (Problem Manager) is responsible for defining and managing the rapid resolution of high priority Incidents and Problems within the Grainger Technology Group. The Problem Manager will ensure that Problem Management SLAs are met and that teams are assigned to problems based on the predetermined priority and impact matrix. The Problem Manager will work with multiple cross functional GTG teams and Stakeholders to proactively prevent service interruption while leading and providing support for Critical events (escalations/Code Reds).
This position requires an in-depth understanding of ITIL and ITSM process and the ability to use data and analytics to improve resolution of problem records.
You Will:

• Define and manage Problem Management policy & process

• Analyze and communicats problem status to stakeholders within Functional Business Areas and serves as the point of contact/escalation for functional teams for any process or performance issues

• Schedule, lead, and manage the Root Cause Analysis (RCA) review meetings and all after action follow-ups.

• Documents all problems and resolutions of critical events

• Champion throughout the organization and assist with training and education

• Work with other GTG cross functional teams to ensure the seamless and effective integration between problem and other supporting processes (e.g., incident, configuration, change)

• Accountable for problem management performance including metrics and management reporting

• Facilitate, lead and administer support for escalated and Code Red events that require coordination until resolution

• Serve as the point of contact/escalation for functional teams for any process or performance issues

• Execute continuous improvement activities to ensure the relevancy and effectiveness of Problem Management processes

• Conduct annual problem record audits to ensure process compliance and look for training and improvement opportunities

• Display a good understanding of IT system performance management concepts and practices and how problem fits into that equation

• Maintain the Known Error Database (KEDB)

• Ability to proactively identify and solve problems independently with minimum supervision

You Have:

• 4+ years of experience working within an Incident Management or Problem Management team preferred

• 1+ years of experience in a people management position

• Experience with ITSM tools (ServiceDesk, Service-Now, and etc.)

• Good problem-solving skills, with creative thinking and high attention to detail

• Broad understanding of IT application and infrastructure principles

• Ability to manage multiple tasks, projects, and shifting workloads, in a fast-paced environment

• Strong interpersonal skills: ability to work on cross-functional teams and foster the team's commitment to the tasks

• Ability to effectively prioritize and execute tasks appropriately, on time and to a high standard

• Demonstrate strong initiative, self-motivation, and commitment to the job

• Ability to work independently, self-starter

• Excellent written and verbal communication skills, with an ability to express complex problems in business terminology

Rewards and Benefits:
With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger

• Medical, dental, vision, and life insurance plans
• Paid time off (PTO) and 6 company holidays per year
• Automatic 6% 401(k) company contribution each pay period
• Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
• A comprehensive set of emotional, financial, physical and social wellbeing programs

DEI Statement:
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.