Process Management - Problem & Change Specialist

The Problem & Change Specialist II is responsible for day-to-day Incident, Problem, Change & ITSS Operational Metrics management.

In addition to the above sustain activities the person will be involved in process improvement projects and provide training to IT organization on the Processes.

• Day-to-day management of the Change and Problem Processes

• Facilitate Change Management meetings

• Ensure that planned outages and availability issues are proactively communicated to the affected users

• Listen to customers, determine needs, direction, requirements, and formulate responses based upon feedback and communication with Support Groups

• Provide training to IT organization on the Processes

• Identify process improvements for internal IT departments

• Analyze incidents, problems and departmental reporting to identify areas that are causing inefficiencies and posing risks to the IT organization

• Govern and facilitate the ITSS Incident Communication process in EMEA&R and India regions

• Support the Client Service Review process in EMEA

• Bachelor degree in business administration, engineering, or computer science

• Excellent verbal communication skills as well as demonstrated ability to write clear, concise business communication for multiple levels (management, technical, user)

• Experience in customer facing positions is a must

• Fluent English is a must. Knowledge of additional language (French, Italian, Spanish, Turkish) would be an asset

The successful candidate will have the opportunity to deepen communication, customer focus and technical skills by gaining insights into all technologies used by International Paper globally. The role gives great exposure to the whole IT organization, whether in EMEA, Russia, India or U.S.