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Digital Service Problem Lead

Req # JR - 069161 Location Gloucester, England, United Kingdom Job Category Information Technology Date posted 05/24/2022

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary:

As a result of the continued expansion of the business we are looking for a Problem/ Incident Lead to join our successful EMEA Digital Service Desk team.

The Problem/ Incident Lead maintains information about known errors and workarounds and is accountable for the successful management of communication to affected stakeholders, engagement of resources whose expertise is needed and for the structured execution of Root Cause Analysis for the determination and remediation of problems.

This is an exciting opportunity with a lot of scope to shape the Problem Management process for the expanding suite of Digital Products supported

This role can be remote, however some travel to the Gloucester offices would be required.

Duties and responsibilities:

  • Work in a highly integrated manner as a key function of the Digital Services teams to define and implement a scalable Problem Management process.

  • Regularly review the problem management processes using real world data and feedback from key stakeholders.   

  • Work closely with the Service Desk Manager to define problem management KPIs and to prepare reports and recommendations for management.

  • Create, maintain and evolve a Known Error Database approach and apply that across all supported Digital Products 

  • Keep abreast of developments in the world of ITSM (specifically, new products, services, and standards) that relate to the practice of effective problem management.

  • Conducts root cause analysis (RCA) meetings, including writing meeting agendas and facilitating sessions.

  • Coordinate between support teams as they work to determine and remediate the root cause of recurrent incidents, providing relevant documentation and governance as required. 

  • Ability to train, coach, and mentor all Digital Services teams in problem management practices

  • Ensures technical and end user knowledge is documented in a structured manner, following Knowledge Management/Knowledge Centered Support best practices

  • If required to do so, act in the capacity of a Major Incident Manager. Duties will include, handling internal communications, tracking investigative/restorative actions, producing incident documentation and service restoration.

  • Will partner with both 3rd party suppliers and distribution partners to smoothly and quickly transition Major or recurring Incidents into the Problem Management process

Minimum Qualifications

  • Bachelor’s degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education, training, and experience.

  • 3 + years’ experience with ITSM and ITIL methodologies.

  • Experience with enterprise level support, ideally in a customer facing service provider

  • Demonstrated ability to work with cross-functional areas and the ability to maintain constructive relationships

  • Working knowledge of a range of diagnostic utilities and techniques

  • Demonstrated experience with root cause analysis

Preferred Qualifications

  • Latest ITIL Practitioner certification in problem management

  • 3 + years’ experience within Problem /Incident management

  • 2+ years working a managed services provider

What are some of the benefits of working at Baxter?

  • Competitive total compensation package

  • Professional development opportunities

  • High importance placed on work life balance

  • Commitment to growing and developing an inclusive and diverse workforce

#IND-UKOPS

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [email protected] and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

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