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Position Responsibilities:Â
Drive root cause analysis and continuous improvements in problem management by conducting review meetings, assigning and monitoring corrective actions, and streamlining processes
Develops and maintains problem management policies, procedures, processes, and documentation related to problem management tools
Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment
Provides governance and oversight for the root cause analysis processes between technical teams
Ensure adherence to Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed
Creates development opportunities for employees to ensure that problem management policies and processes are being adhered to
Other duties as assignedÂ
Required Education and Experience:Â
Bachelor’s Degree in Computer Science or related IT field and 3 plus years of related experience in Global/Enterprise Support, Business Processes and/or Change Management or High School Diploma/General Education Degree (GED) and 6 plus years of specific experience
ITILv4 certified or demonstrate knowledge of ITIL best practicesÂ
Preferred Education and Experience:Â
Bachelor’s Degree 
ITIL Intermediate and/or PMP CertificationÂ
Benefits
At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well-being of our employees. This position offers a comprehensive benefits package that includes Medical, Dental, Vision coverage, Paid Time Off, Retirement Benefits, and complimentary Health Screenings.
Equal Opportunity Employee & Physical Demands
Reyes Holdings and its businesses are equal opportunity employers. Company policy prohibits discrimination and harassment against any applicant or employee based on race, color, religion, sex, pregnancy or pregnancy-related medical conditions, marital status, sexual orientation, gender identity or expression, age, national origin, citizenship, disability, genetic information, military or veteran status, or any other basis protected by applicable law. In addition, the Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments.
Background Check and Drug Screening
Offers of employment are contingent upon successful completion of a background check and drug screening.
Pay Transparency
Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.
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