Incident Problem Knowledge Manager

Are you passionate about solving complex problems and improving processes? Do you have a strong background in information technology and experience in managing incidents and problems? Novant Health is seeking a highly motivated and skilled Incident Problem Knowledge Manager to join our team. As a key member of our organization, you will play a crucial role in ensuring the smooth functioning of our IT systems and services. If you are driven, analytical, and have a deep understanding of incident and problem management, we want to hear from you! Join us in our mission to deliver exceptional healthcare to our patients. Manage Incident and Problem Management Processes: The Incident Problem Knowledge Manager will be responsible for overseeing and managing the incident and problem management processes within Novant Health. This includes identifying, categorizing, prioritizing, and resolving incidents and problems in a timely manner. Analyze and Improve Processes: The successful candidate will be responsible for analyzing current processes and identifying areas for improvement within the incident and problem management workflows. This may involve developing new procedures and implementing best practices to enhance efficiency and effectiveness. Monitor and Report on Incidents and Problems: The Incident Problem Knowledge Manager will be responsible for monitoring and reporting on incident and problem trends, including root cause analysis and identifying patterns. This information will be used to develop strategies for preventing future incidents and improving overall system stability. Collaborate with IT Teams: This role will require close collaboration with other IT teams, including infrastructure, applications, and service desk teams. The Incident Problem Knowledge Manager will work closely with these teams to ensure timely resolution of incidents and problems and to implement preventive measures. Develop and Maintain Knowledge Base: The successful candidate will be responsible for maintaining an up-to-date knowledge base of known incidents and problems, their resolutions, and any associated knowledge articles. This will help to facilitate faster resolution of future issues and improve overall system knowledge. Train and Educate Team Members: The Incident Problem Knowledge Manager will be responsible for training and educating team members on incident and problem management processes and procedures. This may involve conducting training sessions, creating training materials, and providing ongoing support and guidance. Stay Current with Industry Trends: The successful candidate will be responsible for staying up-to-date with industry trends and best practices related to incident and problem management. This may involve attending conferences and training sessions, as well as conducting research and networking with other professionals in the field. Ensure Compliance with Policies and Standards: The Incident Problem Knowledge Manager will be responsible for ensuring compliance with Novant Health's policies and standards related to incident and problem Novant Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.