Problem Management Analyst

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team:

We play an instrumental role in connecting people with the things they need and love, anytime, anywhere. The Americas help deliver a personalized shopping experience and seamless access to inventory from down the street and around the world, as well as tailored shopping experiences, including customized buying and selling. eBay aims to drive growth into new markets and drive value in the shopping and selling experience through “building, accelerating, and redefining” The team is comprised of marketing, merchandising, operations, business selling, consumer selling, and shipping. Our responsibilities include all aspects of the region including operations in the US, Canada and Latin America.

Role Overview

This role is a position within the Site Engineering and ITSS organization. The role will be responsible for leading all aspects of the delivery and execution of key ITIL Site and Problem Management processes. With Problem Management as your primary focus, the ideal candidate will coordinate and advise all facets of the problem management effort.

The person in this position is required to work in a team environment, under limited supervision and reports to the Site and ITSS Problem Manager. The individual will have flexibility to work remotely within reasonable accommodation to the team needs and the individuals' availability.

Essential Job Duties and Responsibilities

• Coordinate and lead day to day ITIL problem management activities
• Proactively detect and prevent future problems/incidents
• Maintain information about known errors and workarounds
• Assist in problem identification, recording, investigation and diagnosis of Incidents.
• Attend daily standup meetings with Incident Management and Change Management
• Identifying problems which need special attention
• Maintain open communication and good working relationships across organizations
• Facilitate major review meetings
• Ensure the problems progress through process in a timely fashion
• Ensure recurring incidents are addressed with vitality
• Manage information stored in the problem database

Required Qualifications

• Major Incident Management experience
• Strong social skills, including collaboration and analytical thinking
• Excellent communication skills: verbal, written, working meetings
• Strong emotional intelligence and skills in leading robust multi-functional relationships.
• 3 years working experience as a Problem or Incident Manager
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Ability to develop working relationships with customers, partners, and developers across the business at all levels
• Identifies and defines critical success factors, and important metrics

Preferred Qualifications

• Prior experience with Change Management process and operations
• ITIL Version 3 or 4 advanced certification

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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