Context

The Operations department (DEX) of SPW DIGITAL has defined a number of processes inspired by the ITIL framework. These processes form the core business of the IT Support team for users. This team is composed of <15 people, among whom are the process managers, the first-level Service Desk (an activity outsourced and guided by the definition of performance objectives), as well as the privileged support for the Service Desk.

The sub-divisions Operations Management and Compliance, IT Support for users, Production Infrastructures, Application Platforms and Individual Equipment, Projects and Infrastructure Architectures make up the Operations Department.

Various organizational adaptations are currently underway to strengthen the “user services” orientation.

Furthermore, the SPW Digital service offering is presented through a service catalog. This catalog includes a description, the scope, the guaranteed service levels, as well as the activation procedure for each available service. This catalog is regularly updated.

To support its ITIL processes, SPW DIGITAL has also equipped itself with a unique ITSM tool, JIRA Service Management, which enables the centralization of all service requests as well as performance control of services and processes. These controls rely on regular reporting and the implementation of SLAs. This tool is interfaced with a number of repositories. These repositories will form the pillars of our CMDB. The automated discovery and collection of assets and their main attributes are also the subject of projects aimed at complementing the CMDB and improving the quality of its data. Data related to service orders, as well as goods – hardware and software – are managed by a specific application called Silog. Data related to delivered physical and (eventually) non-physical assets are recorded and inventoried in the CMDB so that the operations teams can associate the necessary data for operational exploitation.

This assignment aims to select a Problem Management Process Owner and active contributor to the service continuity of other processes (incidents, problems, application deployments, environment creation) under the responsibility of the process managers’ coordinator and the IT Support for users team leader.

Mission Description

The candidate will join the Operations department of SPW Digital and more specifically its IT Support for users team.

Under the responsibility of the IT Support for users team leader, the candidate will perform the following tasks:

Mission #1 – Problem Management Process Owner

• Ensure the effectiveness and efficiency of the problem management process and evolve it if necessary,
• For their area of activity, ensure the drafting, implementation, and optimization of procedures and work instructions (notification, prioritization, categorization, escalation, etc.), and monitor their proper execution,
• Ensure information and training of technical teams (internal and/or external) related to the problem management process,
• Guarantee compliance with defined service levels,
• Draft treatment instructions based on known errors,
• Promote this process to other IT services,
• Develop and supervise indicators that ensure the efficiency of the problem management process,
• Propose improvement actions for the problem management process, based in particular on the analysis of defined performance indicators,
• Identify and define possible improvements to the ITSM tool as well as to reporting on problem management.

Mission #2 – Daily Operational Management of Problems

• Collaborate with the Service Desk, the incident manager, and other support groups to identify problems,
• Analyze incidents after their occurrence (reactive mode): cause, impact, and recurrence analysis,
• Analyze potential incidents (preventive mode),
• Lead a periodic problem management meeting with the managers or a representative of the DEX teams,
• Monitor and analyze indicators related to problem management to raise alerts on any deviations,
• Prepare periodic reports (weekly, monthly, annual) on problem handling,
• Monitor JIRA Service Management consoles, ticket backlog, and escalations between groups and support levels,
• Draft problem reports on request and according to Management’s needs,
• Design reporting related to problems on request and according to Management’s needs and be able to comment/justify the results,
• Participate in the CAB if changes are linked to problems.

Mission #3 – Active Contribution to Service Continuity of Other Processes

Under the responsibility of the process managers’ coordinator and the IT Support for users team leader:

• Operational management of incidents, changes, and application deployments as needed to ensure service continuity,
• Follow-up in the ITSM tool,
• Production of the monthly report on ITSM activities,
• Contribution to process improvement,
• Backlog monitoring and follow-ups,
• Collaboration with the Service Desk and all SPW DIGITAL teams.

Mission #4 – Active Contribution to the Implementation of the Ticketing Tool

In the spirit of the project to update our ticketing tool (simplification, user orientation, removal of customizations, better use of tool functionalities):

• Analyze the impact of this project on your process and highlight improvement opportunities,
• Propose the full implementation of the process in this new version of the tool,
• Propose the integration of known errors (KE) into our knowledge base (KB).