Beacon Technologies is seeking a Problem Management Consultant (ITIL) for our client partner. The Problem Manager is responsible for managing the lifecycle of all problems within IT services to prevent incidents from recurring and minimize the impact of unavoidable issues. This role ensures root cause analysis, permanent fixes, and continuous improvement of IT processes in alignment with ITIL best practices.

Key Responsibilities:

• Problem Lifecycle Management: Own and coordinate detection, logging, classification, investigation, and resolution of problems.
• Root Cause Analysis: Conduct structured investigations (e.g., 5-Whys, Fishbone diagrams) for major incidents and recurring issues.
• Collaboration: Work closely with Incident, Change, and Service Management teams to implement permanent solutions.
• Knowledge Management: Maintain Known Error Database (KEDB) and create Knowledge Base articles for new processes.
• Monitoring & Reporting: Track overdue problems, monitor SLA compliance, and provide regular reports to leadership.
• Change Coordination: Initiate and manage changes required for permanent fixes in collaboration with Change Management.
• Continuous Improvement: Review and refine problem management processes and tools to enhance efficiency.

Required Qualifications:

• Strong understanding of ITIL Problem Management processes.
• Proven experience in Root Cause Analysis and problem-solving methodologies.
• Familiarity with tools like ServiceNow, Jira, and reporting dashboards.
• Excellent communication and stakeholder management skills.
• Ability to analyze trends and proactively identify potential risks.

Preferred Qualifications:

• ITIL Foundation or higher certification.
• Experience in large-scale enterprise environments.
• Knowledge of automation and proactive problem management techniques.

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affirmative Action Plan. It is the policy of Beacon Technologies, Inc. to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, ethnicity, ancestry, disability, medical condition, military and veteran status, or any other characteristic protected by law. Beacon Technologies, Inc. prohibits any such discrimination or harassment.