- Our Global Information & Digital Delivery Group seeks a Problem Manager for our Business Solutions, Service Management function.
- Our Global Information & Digital Delivery Group optimizes and transforms Worley's business and processes, enabling an integrated approach to efficiently deliver technology-enabled sustainable solutions that drive value for Worley and our customers.
- Worley is seeking an experienced, motivated, and customer-oriented Problem Manager who will support developing and implementing an ITIL-based Problem Management role. Additionally, the position will provide governance and work with cross-functional teams to support the comprehensive problem-management process. This role will be responsible for developing a robust problem management process that will considerably decrease Incidents related to Business Solutions.
- The Problem Manager role is global and 100% remote.
- At Worley, we recognize that our success depends on the diversity of our people, ideas, and experiences.
- We're working to create a diverse and inclusive workplace where everyone can bring their whole selves to work.
- We're lucky to have some of the brightest minds worldwide, all working towards delivering a more sustainable future.
- Work with the Process Owner to develop, cultivate, and implement the Problem Management Process for the Service Management function
- Analyse Incidents by performing an Incident trend analysis to help identify Problems using proactive Problem Management
- Develop methods and techniques to help Business Solutions, Managed Service Providers and, Service Management team members identify Problems
- Work cross-functionally with a hands-on approach to investigate and pinpoint root causes to address the issues at their source, driving and documenting the root cause analysis (RCAs) for all Problems
Drive governance around Problem Management to ensure a Problem ticket is opened, escalated, updated, and closed in a timely manner - Review existing Problem tickets to prioritize the Problems for resolution and review Incidents to identify patterns and similarities for investigation
- Ensure temporary working solutions (workarounds) are communicated to our business partners when applicable
- Develop and maintain the Known Error Database (KEDB)
- Implement and review operational policies and procedure
- Provide presentations and training to peers and key stakeholders
- Suggest and develop Key Performance Indicators (KPIs) to observe performance using ITIL tools and techniques
- Provide back-up support in Service Management functional areas Catalogue, Knowledge, SLA, Change, and Configuration Management.
- Knowledge across infrastructure and application processes, areas, and technologies (Network, Communications, Storage, Database, Cloud Services, End User Computing, and Application) while operating in a shared service model
- Strong communication, analytical, and problem-solving skills
- Ability to concisely communicate and summarize essential findings to various stakeholders
- Advanced knowledge of ServiceNow (preferably) or similar ITSM tool
- Demonstrated record of building trust-based relationships with IT leaders and Managed Service Providers
- Demonstrated ability to navigate a complex global organization and build consensus on priorities
- Understanding of technology trends and capabilities across commercial systems
- Experience delivering technology to meet business cases/needs
- Ability to train other team members within the Service Management function on Problem Management process and procedure
- The ideal candidate would possess a bachelor's degree (BS/BA) from a four-year college or university or a minimum of 8+ years of experience in the practical use of Problem Management or related ITIL process like Incident or Change. ITIL V3 or higher foundations training or certification. Demonstrated ability to work well with technical teams and a basic understanding of IT Infrastructure and applications.
Change & Incident Manager II (Problem Manager) - Kuala Lumpur, Malaysia - Worley
Description
Building on our past. Ready for the future
Worley is a global professional services company of energy, chemicals and resources experts headquartered in Australia.?
Right now, we're bridging two worlds as we accelerate to more sustainable energy sources, while helping our customers provide the energy, chemicals and resources that society needs now.
We partner with our customers to deliver projects and create value over the life of their portfolio of assets. We solve complex problems by finding integrated data-centric solutions from the first stages of consulting and engineering to installation and commissioning, to the last stages of decommissioning and remediation. Join us and help drive innovation and sustainability in our projects.
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Moving forward together
We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation.
We're building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.
And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology.
Whatever your ambition, there's a path for you here. And there's no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.