Why WWT?

Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers.

At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 7,600 individuals and closed nearly $13 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the tenth consecutive year!

Want to work with highly motivated individuals that come together to form high performance team? Come join WWT today!

World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider that brings an innovative and proven approach to how organizations around the world discover, evaluate, architect, and implement technology.

Based in St. Louis, WWT works closely with industry leaders such as Cisco, HP, EMC, NetApp, Citrix, VMware, and Dell, focusing on three market segments: Fortune 500 companies, service providers and the public sector. WWT employs more than 8,000 people and operates more than 3 million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the world. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the tenth consecutive year.

If you are an Incident/Problem Manager dynamo, WWT currently has an opportunity available to support the fast paced and dynamic IT Service Management department in St. Louis, MO.

DESCRIPTION

The Incident/Problem Manager is responsible for driving and managing the efficient resolution of daily IT-related Incidents, Problems, and Outages that impact WWT's enterprise. This role ensure ensures that standardized methods and procedures are used for efficient and prompt handling of all Incidents, Problems, and Outages to minimize the impacts upon service quality.

The Incident/Problem Manager supports and matures the existing Incident, Problem, and Outage Management processes. The role will interact daily with the Global Service Desk, working to drive the efficiency and effectiveness of these processes, including the adherence to Service Levels. The Incident/Problem Manager manages these processes based on ITIL best practices. Due to the relationship between the various disciplines, the Incident/Problem Manager is also well versed in Change Management, Configuration Management, Knowledge Management and Service Level Management.

RESPONSIBILITIES

• Execute the Incident, Problem, and Outage Management process and procedures in adherence with defined policies.
• Drive Service Management best-practice and ITIL process standardization and adoption; ensure process adherence and handling of Incidents according to SLAs.
• Drive consistency and accuracy of the Incident, Problem, and Outage Management processes through Continual Service Improvement (CSI).
• Assist IT leadership and stakeholders in identifying Incident, Problem, and Outage Management process improvements.
• Accountable for the confirmation of Root Cause Analysis and Problem resolution within given target duration.
• Act as primary coordination point for all Problem Management issues, including escalation.
• Define Incident, Problem, and Outage Management reporting (metrics, KPIs and customer SLAs).
• Develop, compile, and deliver Incident, Problem, and Outage Management reports (RCA, Post Implementation Reviews).
• Ensure quality of Known Error records and the Knowledge Database.
• Conduct root cause analysis reviews, Known Error workaround reviews, and Post Implementation Reviews (post mortem) of critical events.
• Coordinate and communicate the corrective and/or preventive actions proposed to eliminate the Incident.
• Lead resolution process and coordinate resolution activities by working with Change Manager, leadership, and stakeholders.
• Manage and coordinate the testing for modification and enhancements to the tool utilized to support Incident, Problem and Outage.
• Identify Incidents requiring a Problem, create Problems, coordinate Problem investigation, and resolution activities as needed. Ensure Problems progress through the Problem Management process in a timely and prioritized manner.
• Maintain Incident data quality, coach end users in the proper classification of tasks.
• Work closely with ServiceNow developers to implement solutions to make utilization of the Incident and Problem processes functional and user friendly.
• This position responds to critical outage notifications for publication and support after hours.
• This position requires occasional after-hours/weekend support for Major Incident Management and back-up coverage for the Change/Release Manager.

• Bachelor's degree from an accredited college or proven history of comparable work experience. Degree in Computer Science, Information Systems or another related field is preferred.
• Minimum two years of Incident Management and/or Problem Management.
• Experience with Root Cause Analysis and trending techniques; demonstrated ability to gather and analyze information to determine true or potential root cause.
• Ability to coordinate resources across different teams to drive corrective and/or preventive action resolution.
• Strong overall understanding of application development and IT infrastructure, including network infrastructure.
• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM.
• Change agent with strong communication and presentation skills supported by a high level of energy and persuasion. Ability to interact with all levels of the organization in a professional, diplomatic, and tactful manner.
• Comfortable with public speaking, presenting project status to senior management, and participating in cross functional committees and working teams.
• Must be able to work in a fast-paced environment on multiple projects with independent deadlines and deliverables and have a strong attention for detail.
• Position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure. Must be comfortable dealing with sometimes ambiguous situations.
• Develop, implement, and improve training and education on Incident, Problem, and Outage Management topics.
• Effective oral and excellent written communication skills required; proficient with Microsoft Word, Excel, Outlook, Project, Visio, etc.

• ITIL Foundation certification.
• Familiarity with Agile, an iterative and incremental framework for developing and managing work.
• Experience with delivering and operating ServiceNow.
• Experience working in a fast-paced environment such as a Service Desk or Network Operations Control Center.

• This position manages processes, not people.
• Position can be filled by a U.S. based remote individual with ability to adhere to a Central time work schedule.
• Candidates located in St. Louis metro area will be given priority consideration.
• Candidates providing desired salary will be given priority consideration.

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program