Overview

Digitain is seeking a result-driven, passionate and self-organized professional to fill the vacancy of the Problem Management Specialist. The successful candidate will be responsible for fulfilling variety of tasks in the frame of Problem Management process.

Responsibilities:

-Receive and process problem tickets, implement initial review, criteria based edition, define priority, process assignment to the responsible team/department
-Keep tense contact with the responsible teams/specialists, require updates regarding the problem investigation, implementation and resolution processes based on procedures, follow target dates
-Manage and organize the life cycle of all Problem records
-Organize Problem Review calls and meetings to determine root cause and action plan towards Problem resolution and preventing problem recurrence.
-Review previous incidents, analyze incident reports, verify and initiate creation of problem tickets based on the performed analysis and further process.
-Prepare daily/weekly/monthly reports as requested, analyze and organize presentations for separate departments, management based on specific requirements
-Keep up to date with all company products and maintain high level of knowledge about in-house software, procedures, instantly upgrade the skills regarding the changes in products and services
-Promote teamwork and knowledge sharing, be actively engaged in Knowledge base creation process, continuous update and sharing with team members and company staff
-Create, manage and frequently update Known Error Data Base
-Be ready and willing to take on additional responsibilities
-Other duties as assigned by the supervisor

Required Qualifications:

-At least 1 year of work experience in the field of IT, Project Management or Consulting;
-Fluency in Armenian and English,
-Knowledge of Russian is a plus
-Advanced computer user;
-Knowledge of ITIL Principles is desirable
-Knowledge of Project Management principles;
-Skills and experience of process implementation is desirable;
-Strong reporting and analytical skills;
-High sense of responsibility;
-Hardworking, initiative and flexible personality;
-Enthusiastic and empathic
-Excellent interpersonal and communication skills;
-Ability to work under high pressure;
-Ability to prioritize and simultaneously perform different tasks;
-Passion, drive and motivation to learn new skills and knowledge.