IT Infrastructure Knowledge and Problem Mgmt Practice Owner

Make your mark at the world's largest HVAC company

Daikin Applied is seeking a talented IT Infrastructure Knowledge & Problem Mgmt Practice Owner. The IT Infrastructure Knowledge & Problem Mgmt Practice Owner is crucial in improving and maturing our processes by defining governance and standards based on ITIL best practices. The successful candidate will work collaboratively across teams to enhance our knowledge management systems, drive problem management initiatives, and participate in incident ticket resolution and process maturity efforts. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Plymouth, MN - Hybrid

What you will do:

• Governance and Standards:
  
  
  
  • Define and implement governance frameworks and standards for Knowledge Management and Problem Management practices based on ITIL best practices
  
  
  
  
• Process Maturity:
  
  
  
  • Lead efforts to assess and improve process maturity in all infrastructure service desk support areas, ensuring alignment with industry standards and organizational goals
  
  
  
  
• Knowledge Management:
  
  
  
  • Develop, maintain, and enhance knowledge management repositories to facilitate information sharing and reduce resolution times
  
  
  
  
• Problem Management:
  
  
  
  • Analyze incident trends to identify root causes and develop proactive solutions to prevent recurrence
  
  
  
  
• Collaboration:
  
  
  
  • Work closely with incident management teams to assist in the resolution of complex incidents, ensuring effective knowledge capture and sharing
  
  
  
  
• Tool Utilization:
  
  
  
  • Leverage Microsoft O365, Power Automate tools, and Teams Planner tools to streamline processes, enhance collaboration, and improve efficiency
  
  
  
  
• Training and Development:
  
  
  
  • Provide training and guidance to team members on knowledge management and problem management best practices
  
  
  
  

What's in it for you:

• Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

Minimum Qualifications:

• Bachelor's Degree in Information Technology, Computer Science or related field or equivalent experience
• 5+ years of experience in IT Service Management, with a focus on knowledge management and problem management
• Proven experience managing and maturing Knowledge Management and Problem Management practices
• Ability to utilize Microsoft O365, Power Automation and Teams Planner for workflow automation, documentation, and team collaboration
• Experience with root cause analysis and incident mgmt. to resolve recurring issues effectively
• Experience in defining and enforcing governance and standards within IT processes
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• 7+ years in IT Service Management, with demonstrated success in process improvement initiatives
• ITIL Foundation cert or higher

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