TaskUs

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

IT Problem Management Analyst: To identify and resolve problems within an organization's IT infrastructure. This involves analyzing incidents and identifying the root causes of recurring issues, as well as working with other IT teams to implement solutions and prevent future occurrences of those problems.

As an IT Problem Management Analyst, you will:

• The Problem Analyst is responsible for the quality and integrity of the Problem Management process that interfaces to the other process coordinators
• Diagnose root cause of chronic or undetermined incidents (5 Whys methodology)
• Determine a resolution (permanent fix)
• Ensure resolution is implemented through appropriate control procedures (Change Management)
• Maintain information of problems and appropriate workarounds and resolutions
• Maintain the Known Error Database
• Co-ordinates day-to-day execution of Problem Management
• Work with various support staff to help ensure resolution and closure of tickets
• Chairs the Problem review meetings
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Problem Management process when standards and procedures are not being followed
• Performing day to day process administration
• Managing all Problem templates and reports
• Ensuring the standards and procedures are being followed
• Facilitating resource commitment and allocation
• Identifying and implementing process improvement
• Ensuring that each Problem Ticket opened is assigned an owner and is responded to within the appropriate time frame, based on contractual policy/service level agreement. Response is defined as:
• Accepting ownership of the incident
• Notifying the customer of the Problem ticket or Task status
• Updating the Problem ticket with complete detail of actions taken and a ticket of customer/user contact
• May be coupled with the trouble triage of service affecting incidents and mission-critical incidents
• Maintain log of major isolation, restoration, and resolution steps
• Convert problems into known errors
• Identify, document, and record workarounds
• Perform analysis of major incidents to identify chronic troubles

Do you have what it takes to become an IT Problem Management Analyst?

Requirements:

• Bachelor’s degree in Information Technology, Computer Science or related experience.
• ITIL 3/4 Certified
• Has extensive experience in ITPM preferably managing Global IT Problem Management
• With experience on the latest ITPM tools, eg Service Now
• Ability to multi-task in a fast-paced and dynamic environment.
• Excellent interpersonal skills with the ability to interact with all levels of employees, Incident managers, technical teams and tam’s.
• Highly collaborative, accountable, and results-driven.
• Excellent verbal and written communication skills; ability to communicate effectively to large audiences via email and in person & preferably from the BPO industry.

About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech and HealthTech. As of March 31, 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines and India.

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics and circumstances. Inclusive and equitable practices is our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know.

“Please take note that TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.”

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.