Enterprise Problem Manager

The Enterprise Problem Manager primary responsibilities are to ensure that the problems resulting from Service call management and performance monitoring are managed to ensure the SAP and other business critical operating systems and infrastructure is up and running to deliver the necessary solutions for Grainger. The problem manager administers, maintains, controls and audits process and information related to problem and incident management. Problem managers are accountable for the completeness and accuracy of the problem and incident information in HP Openview system. The Enterprise Problem Manager is a liaison between Enterprise Support Services and other business process and technical functions and consults on problem management policy, process, execution, and/or resulting measurements.




Grainger is a Fortune 500 company and the leading broad line supplier of facilities maintenance products serving businesses and institutions throughout North America with sales of over $5 billion. Through its network of nearly 600 branches, large distribution network and multiple Web sites, Grainger helps customers save time and money by providing them with the right products to keep their facilities running.
REQUIREMENTS


- Problem Management and/or change control experience
- Working knowledge of IT Service Management best practices (ITIL certification a plus)
- Must have an in depth knowledge of service management best practices
- Ability to manage multiple tasks, projects, and shifting workloads, in a fast paced environment
- Must have the ability to work off hours
- Extensive business and/or systems analysis skills that support documentation and communication efforts
- Strong interpersonal skills; ability to work on cross-functional teams and foster the teams commitment to the tasks
- Excellent written and verbal communication skills, with an ability to express complex problems in business terminology
- Ability to lead and promote change in an environment of rapidly changing technologies and business processes
- Clear understanding of Grainger's overall business strategy
- Strong presentation skills, with the ability to interact with various levels of management
- Familiar with Change Management and Training requirements



If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=263455-209-477