An accumulation of repeat incidents and inconsistent CMDB entries is eroding SLA performance, and a planned simplification of the ticketing tool is the chance to change that. As Gestionnaire de problèmes with Jira Service Management you will use Confluence and structured incident analysis to stop recurring faults and restore predictable service continuity.
The Mission
You will join the operations department's user support team, a compact group of under 15 specialists who own the service catalogue, enforce SLAs and publish operational reporting used to steer continuity. The ITSM backbone is Jira Service Management integrated with a growing CMDB, and ongoing discovery projects aim to improve asset data quality. These services support dozens of business processes, so reducing recurrence has immediate, measurable impact on user productivity.
You will act as the problem management process owner for user-facing services, defining procedures for prioritisation, categorisation, escalation and known-error handling and shaping the KPIs that demonstrate improvement. This ITIL problem management role requires close collaboration with the Service Desk, incident and change managers, infrastructure teams and the CAB. You will assess the ticketing-tool simplification, propose the full implementation of the process in the new tooling and integrate known errors into the knowledge base.
Your Responsibilities
- Drive measurable reduction in incident recurrence by owning the full problem lifecycle and ensuring fixes progress to sustainable closure in Jira Service Management.
- Define, document and optimise problem management procedures, SLAs and KPIs, and monitor their performance through regular reporting.
- Author and maintain Confluence knowledge base articles and known-error records so first-line support resolves incidents faster.
- Lead periodic problem review meetings, escalate trends to management, and convert analysis into corrective or preventive actions.
- Analyse incidents for root cause, impact and recurrence patterns and raise change requests where needed to remove systemic faults.
- Collaborate with Service Desk, incident managers, infrastructure teams and CAB to ensure problem-derived changes are planned, tracked and validated.
Your Profile
Essential Skills
- Medior-level experience owning problem management within an ITIL framework, with a track record of reducing repeat incidents.
- Operational mastery of Jira Service Management for ticket consoles, SLA monitoring, escalations and reporting.
- Practical experience using Confluence to author and maintain knowledge base articles and process documentation.
- Solid understanding of incident management, change management and configuration management, with familiarity with CMDB data and automated discovery.
- Strong analytical capability to extract trends from incident data and translate findings into process or tooling improvements.
- Clear communicator able to train technical teams, run cross-team reviews and present concise problem reports to operational stakeholders and management.