Digital Infrastructure Knowledge & Problem Mgmt Practice Owner

Make your mark at the world’s largest HVAC company 

Daikin Applied is seeking a talented Digital Infrastructure Knowledge & Problem Mgmt Practice Owner. The Digital Infrastructure Knowledge & Problem Mgmt Practice Owner is crucial in improving and maturing our processes by defining governance and standards based on ITIL best practices. The successful candidate will work collaboratively across teams to enhance our knowledge management systems, drive problem management initiatives, and participate in incident ticket resolution and process maturity efforts. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Plymouth, MN - Hybrid

What you will do: 

• Governance and Standards:
  • Define and implement governance frameworks and standards for Knowledge Management and Problem Management practices based on ITIL best practices across enterprise
• Process Maturity:
  • Lead efforts to assess and improve process maturity in all infrastructure service desk support areas, ensuring alignment with industry standards and organizational goals
• Knowledge Management:
  • Develop, maintain, and enhance knowledge management content, documents, repositories to facilitate information sharing and reduce resolution times. Responsible for running the Knowledge Management Process
• Problem Management:
  • Analyze incident trends to identify root causes and develop proactive solutions to prevent recurrence. Responsible for running the Problem Management Process
• Collaboration:
  • Work closely with incident management teams to assist in the resolution of complex incidents, ensuring effective knowledge capture and sharing
• Tool Utilization:
  • Leverage Microsoft O365, Power Automate tools, and Teams Planner tools to streamline processes, enhance collaboration, and improve efficiency
• Training and Development:
  • Provide training and guidance to team members on knowledge management and problem management best practices

What’s in it for you:  

• Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

Minimum Qualifications: 

• Bachelor’s Degree in Information Technology, Computer Science or related field or equivalent experience
• 5+ years of experience in IT Service Management, with a focus on knowledge management and problem management
• Proven experience managing and maturing Knowledge Management and Problem Management practices
• Ability to utilize Microsoft O365, Power Automation and Teams Planner for workflow automation, documentation, and team collaboration
• Experience with root cause analysis and incident mgmt. to resolve recurring issues effectively
• Experience in defining and enforcing governance and standards within IT processes
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• 7+ years in IT Service Management, with demonstrated success in process improvement initiatives
• ITIL v4 Foundation cert or higher

Daikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:

• Multiple medical insurance plan options + dental and vision insurance
• 401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
• Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage
• Short term and long-term disability
• 3 weeks of paid time off for new employees + 11 company paid holidays
• Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
• Paid sick time in accordance of the federal, state and local law
• Paid parental leave and tuition reimbursement after 6 months of continuous service

The typical annual base salary for this position ranges from $90,000 - $148,000 (+ 10-15% bonus) in Minnesota. The range displayed represents the pay range for all positions in the job grade which this position falls. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location. 

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