ITIL Problem Management Practitioner

AtEZCORPwe are a growing team focused on creating and changing the pawn industry as we know it today. We believe that our platform enabled lending and e-commerce solutions will revolutionize our ability to attract, engage and service our customers across the United States, Mexico and Latin America.

Join us now for an opportunity to be a part of a team that wants to provide access to short-term cash for every person – everywhere!

The Company:

Founded in Austin in 1989, EZCORP has grown into a leading provider of pawn loans in the United States, Mexico and Latin America. We are dedicated to satisfying the short-term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience.

What’s in it for you:

Ground Floor opportunity with EZCORP, a company with a start-up, purpose-driven mentality where innovative and agile problem solving are part of our DNA along with competitive compensation and benefits.

Address:

The Problem Management Practitioner is responsible for identifying, analyzing, and resolving the root causes of recurring issues within an organization’s IT systems and services. This role plays a critical part in minimizing the impact of incidents and problems on business operations by implementing proactive solutions and continuous improvements. The Problem Management Practitioner works closely with other IT teams, stakeholders, and service managers to ensure problems are accurately tracked, investigated, and resolved in a timely and efficient manner, with a focus on preventing future occurrences.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Problem Identification and Detection:

• Proactively identify and detect problems, typically based on trends or recurring incidents that indicate underlying issues.
• Work closely with Incident Management to identify patterns in recurring incidents and trigger the Problem Management process.

Problem Logging and Categorization:

• Log all identified problems in the Problem Management system, ensuring they are categorized correctly (e.g., hardware, software, configuration, or network issues).
• Ensure that problems are assigned appropriate priority and severity levels, based on the potential impact and urgency.

Root Cause Analysis (RCA):

• Conduct thorough investigations into the root causes of problems.
• Collaborate with technical teams and subject matter experts (SMEs) to analyze incidents, gather data, and determine the fundamental cause of recurring issues.

Corrective Actions:

• Drive the teams to complete the corrective actions identified in the RCA and Major Incidents.

Problem Review and Documentation:

• Document detailed analysis and findings related to the problem, including root cause, impact, resolution, and lessons learned.
• Maintain the Problem Management system that contains known errors, workarounds, and solutions for future reference.

Collaboration with Incident and Change Management:

• Work closely with the Incident Management team to ensure that known errors and workarounds are communicated and used to resolve incidents more efficiently.
• Collaborate with Change Management to plan and implement changes aimed at addressing the root causes of problems.

Known Error Management:

• Once a problem has been diagnosed, it may be classified as a Known Error if a workaround or a resolution is available, but the permanent fix is not yet implemented.
• Ensure that known errors are documented, tracked, and regularly reviewed until the underlying issue is resolved.

Problem Monitoring and Progress Tracking:

• Monitor the progress of problem resolution efforts and provide regular updates to stakeholders, including service managers and business leaders.
• Ensure that timelines for resolution or workaround implementation are being adhered to.

Proactive Problem Management:

• Identify and implement preventive measures to reduce the risk of future incidents. This could involve analyzing trends, reviewing historical incident data, and conducting regular service reviews to identify areas for improvement.
• Collaborate with IT operations teams to conduct risk assessments and implement preventive actions for high-risk issues.

Continuous Improvement:

• Use insights from problem investigations and resolutions to feed into continuous service improvement (CSI) initiatives.
• Regularly assess the effectiveness of the Problem Management process and look for ways to streamline and optimize workflows.

Reporting and Escalation:

• Generate and communicate problem-related reports, including status updates, root cause analysis outcomes, and overall progress.
• Escalate unresolved or complex problems to higher management when necessary, ensuring that they are given the appropriate attention and resources.

Major Incident Management Rotation

• Perform role of Incident Manager in a rotation of several resources. This is an on-call responsibility for 7 days at a time.

EDUCATION & EXPERIENCE:

• Bilingual (English/Spanish)
• Proficient in Microsoft Office Suite applications such as Word, Excel, and PowerPoint
• Associate’s degree or equivalent from a two-year college or technical school preferred
• Strong analytical and problem-solving skills to identify root causes and trends.
• In-depth knowledge of IT infrastructure, systems, and services to understand how different components interact and may lead to problems.
• Experience with ITIL and Problem Management processes, including familiarity with techniques like root cause analysis and risk assessments.
• Ability to work collaboratively with different IT teams (e.g., Incident Management, Change Management, and Service Desk).
• Excellent communication skills to document findings clearly and present them to stakeholders.
• Proactive mindset to anticipate and address potential issues before they affect services.

EZCORP is an Equal Opportunity Employer