Incident & Problem Mgmt ITIL Specialist

Computacenter AG & Co. oHG; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Computacenter is seeking a PIAM Asset Management analyst to join the Process Integration and Management team on a prestigious customer account. You’ll serve as the operational lead for Major Incident and Problem Management, while also supporting Asset, Change, and Release Management within ITIL.

You will log, classify, and prioritize incidents, restore services with fast workarounds, escalate where needed, perform RCA, and maintain a knowledge base for permanent fixes.

Qualifications

• 5+ years in enterprise IT or service management
• Strong ITIL knowledge including Asset, Change, Release
• Bachelor’s degree or equivalent practical experience
• Active US government security clearance preferred

Responsibilities

• Act as operational lead for Major Incident Management and Problem Management
• Log and classify inbound disruptions, service requests and user tickets
• Prioritize incidents by business impact and urgency
• Restore service via workarounds or fixes to meet SLAs
• Escalate unresolved tickets to second/third-line support
• Communicate status updates during outages to users and stakeholders
• Close incident files and confirm user satisfaction
• Identify root causes of recurring or high-impact incidents
• Perform root cause analysis (RCA) using 5 Whys or Pareto
• Create and publish temporary workarounds during fixes
• Submit formal change requests for permanent fixes
• Maintain database of known errors and solutions
• Perform trend analysis on ticket data
• Audit process compliance and governance
• Manage lifecycle of processes including design and rollout
• Review critical process documentation and templates
• Govern MIM framework for high-priority outages
• Convene PIR meetings to initiate RCA
• Mediate cross-functional conflicts on ticket ownership
• Partner with Change Management for safe production deployments
• Define and monitor CSFs and KPIs for ITSM practices
• Track MTTR, SLA breaches, and first-contact resolution
• Track recurrence, proactive problem volume, and backlog trends
• Deliver monthly performance data and risk assessments to IT execs
• Collaborate with business leaders to align services with objectives
• Support Computacenter’s mission and values

Skills

ITIL

Asset Mgmt

Change Mgmt

Release Mgmt

SAP

MS Office

MS Teams

RCA

Stakeholders

Communication

Education

Bachelor’s degree in IT/Business/Engineering

Tools

SAP

MS Office

MS Teams

Job description

About the role

This is a unique opportunity to join the Process Integration and Management (PIAM) team, in a role that goes beyond standard operations. As a PIAM Asset Management analyst, you’ll be working within a dynamic and supportive ecosystem on a prestigious customer account, supporting critical service processes.

In this role you will be the operational lead for Major Incident Management and Problem Management, while also maintaining a strong working knowledge and assist in the delivery of key ITIL functions, including Asset Management, Change Management, and Release Management.

What you'll be doing

• Preferable experience or understanding of Problem Management and Incident Management
• Logging and classification of all inbound disruptions, service requests, or user tickets.
• Prioritizing incidents based on business impact and urgency.
• Restoring service via fast workarounds or fixes to meet target SLAs.
• Escalating unresolved tickets smoothly to specialist second-line or third-line support teams.
• Communicating status updates clearly to affected users and stakeholders during outages.
• Closing incident files and confirming user satisfaction once normal operation resumes.
• Identifying the root cause of one or more recurring or high-impact incidents.
• Conducting systematic root cause analysis (RCA) using methods like the 5 Whys or Pareto analysis.
• Creating and publishing temporary workarounds for the service desk while permanent fixes are found.
• Submitting formal change requests for permanent architectural or code corrections.
• Maintaining a database of known errors and permanent solutions for future reference.
• Performing trend analysis on historical ticket data to proactively spot latent IT weaknesses.
• Audits process compliance to ensure IT support teams follow agreed-upon workflows.
• Manages the process of lifecycle, including design, rollout, and regular structural reviews.
• Reviews and approves critical process documentation, training materials, and standard templates
• Govern the Major Incident Management (MIM) framework for high-priority, business-critical outages.
• Convene Post-Incident Review (PIR) meetings for critical disruptions to initiate Root Cause Analysis (RCA).
• Mediate cross-functional conflicts regarding ticket ownership, prioritization, and technical accountability.
• Partner with Change Management to ensure permanent problem fixes are safely deployed to production.
• Define and monitor Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for both practices.
• Track operational metrics: Mean Time to Repair (MTTR), SLA breach rates, and first-contact resolution.
• Track systemic metrics: Incident recurrence rates, proactive problem volume, and open backlog trends.
• Deliver monthly performance data and risk assessments to IT executives and business stakeholders.
• Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Embrace and support Computacenter’s mission and core values.

What you have

• Minimum of 5 years of experience working in an enterprise IT, service management, or business environment.
• Strong working knowledge of ITIL processes, including Asset, Change, and Release Management.
• Bachelor’s degree in information technology, Business Administration, Engineering, or a related field, or equivalent practical experience.
• Active U.S. Government security clearance preferred.
• Ability to work independently and as part of a collaborative team.
• Good knowledge and experience of SAP, MS Office and MS Teams
• Strong communication, decision making, pro-active and stakeholder engagement skills
• Excellent skills in Root Cause Analysis
• Excellent attention to detail
• Strategic thinking and tactical execution skills
• Excellent written and verbal communication skills
• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Can build trust, be assertive when required and shows initiative and enthusiasm
• Resilience, and able to deal with stressful situations
• Business and financial acumen with strong analytical skills
• Demonstrate an understanding of product supply chains
• Commercially astute
• Team-oriented working and thinking

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us