IT Problem Manager in Roanoke, VA at Advance Auto Parts

Date Posted: 5/12/2018

Job Snapshot

Job Description

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.:

Advance Auto Parts, Inc., a leading automotive aftermarket parts provider in North America, serves both the professional installer and do-it-yourself customers. Advance operates approximately 5,100 stores, 126 Worldpac branches and serves approximately 1,300 independently owned CARQUEST branded stores in the United States, Puerto Rico, the U.S. Virgin Islands and Canada.

We are currently looking for an IT Problem Manager to join the Infrastructure Engineering, Operations and Support (iEOS) Team in either Roanoke, VA (highly preferred) or Raleigh, NC.  The iEOS Team is a component of Advance Auto Part’s Information Technology function. This team is responsible for all phases of Infrastructure delivery from architecture to daily operations.  iEOS operates at significant scale supporting over 70,000 connected end points and nearly 75,000 team members across North America. 

As the IT Problem Manager, you will:

  • Oversee and drive the effective application of the problem management processes in order to proactively identify potential recurring incidents and drive permanent resolution of these problems to eliminate future business impact. 
  • Continually scan and data-mine for potential problems and incident trends.  Create, assign, and track all problem investigation tickets.
  • Ensure problem investigation findings are thoroughly documented in the problem record and that known error records are created when appropriate. 
  • Responsible for driving the efficiency and effectiveness of the overall Problem Management process monitoring for process effectiveness and ensuring adherence of established problem management process across multiple teams and organizations.
  • Provide guidance and training on ITSM best practices for Problem Management and effective tool usage.

 We’re looking for individuals that possess: 

  •  ITIL Certifications – Foundations, Service Operation (highly preferred) 
  • Ability to apply ITIL and other ITSM best practices to complex problems and train these practices to others
  • Strong analytical, problem-solving, quantitative, and conceptual skills
  • Methodical approach to problem solving and attention to detail
  • Effective time management skills with the ability to process multiple tasks simultaneously

Job Requirements

Required Technical and Professional Experience:
  • Minimum 3-5 years’ experience performing the responsibilities of an IT Problem Manager
  • Must have proven, demonstrated experience performing data analytics functions, including but not limited to data mining, predictive analytics
  • Must have advanced Excel skills (pivot tables, v-lookup formulas, etc.

Preferred Technical and Professional Experience:

  •  Minimum 5-7 years’ experience performing the responsibilities of an IT Problem Manager

 Required Education:

  • Bachelor’s degree in Computer Science or related technical field; or equivalent combination of relevant education and experience

 Preferred Education:

  •  Master’s degree

 We deliver infrastructure and support services that have a clear impact on Advance Auto Part’s Mission of having a “Passion for Customers. Passion for Yes”.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.