IT Problem Management Analyst at IHG (Atlanta, GA)

| Atlanta, GA
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About Us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty, and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there's countless opportunities at your fingertips.

We're growing; grow with us.

Your day to day

Do you see yourself as an IT Problem Management Analyst?

When you're a part of IHG, you're more than your job title. And that's what we love - the individual talents, interests and dreams that make you who you are. Join us and we won't expect you to conform to any stereotype - because we know that a team with different perspectives and passions can only make us stronger.

  1. Identify and consult on complex IT problems and process improvements of a diverse cross functional scope to influence process efficiency.
  2. Analyze complex technical issues in order to recommend, develop and/or implement strategies and achieve objectives." ( preferred )
  3. Recommend and select methods and techniques for obtaining solutions.
  4. Advises stakeholders to identify and clarify complex business requirements.
  5. Consult and advise stakeholders on methods to achieve customer objectives, business needs and processes / workflows.
  6. Actively participates in industry groups to stay abreast of IT Service Management trends and best practices, with the ability to translate them into recommended solutions and build/revise Problem Management process strategies.
  7. Consults with stakeholders on business implications of recommended process design or improvements.
  8. Leads change improvements of operational business practices via analysis and interpretation of current policy, procedure and business needs.
  9. Leads the streamlining processes and/or business operations.
  10. Advises on process implementations in cooperation with key stakeholders to ensure successful rollout, delivery and sustainability to ensure benefits realization.
  11. Advises stakeholders and partners on the identification, tracking and reporting of key metrics and measurement of process efficiency.
  12. Provides guidance to team members on the development of process support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance.
  13. Provides expertise to root cause analysis for process improvement opportunities.
  14. Develops and evaluates strategies to measure the achievement of established goals - as necessary.
  15. Draft and distribute Problem reports to stakeholders, including root cause, post mortem and KPI metrics.

What we need from you


Education -

Bachelor's degree in a relevant field of work or an equivalent combination of education and work related experience.

Experience -
  • Typically a minimum of 4+ years of progressive work related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.

  • General experience in infrastructure and operations - ( Preferred )
  • Experience using an industry recognized Problem/Incident/Change ticketing system - (Service Now and/ or ITIL based)
  • Technical writing skills are a plus.
  • Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
  • Experience communicating with diverse work teams and senior-level management.
  • Expert verbal and written skill communicating with all levels within an organization
  • The ability to acquire, understand, and translate applied rules, regulations, policies and procedures to/from all audiences
  • Knowledge of process mapping/modeling and business process reengineering
  • Analytical/quantitative, reconciliation and deductive reasoning skills
  • Expert analytical thinking, planning, organizational and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
  • Systematic investigational skills - include gathering and analyzing data from multiple sources.
  • Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners
  • The ability to maintain discretion and confidentiality.
  • Results oriented/delivered results on deadline, per SLA
  • Proficiency in MS Office tools (MS Word, Excel, Visio, Power Point, and SharePoint)

What we offer

We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado applicants.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.
More Information on IHG
IHG operates in the Food industry. The company is located in Atlanta, GA. IHG was founded in 2003. It has 18101 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 28 open jobs at IHG, click here.
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