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Problem Management - System Engineer IV

Company: The Clorox Company
Location: Durham
Posted on: May 19, 2019

Job Description:

Drives continuous improvement of the IT operating model and the associated process and systems to support them. Problem Management owns the problem management process (and its continuous improvement) and is responsible for both proactive and reactive aspects of the process.

Aims to prevent recurrence of incidents that are caused by errors in development and infrastructure by the identification and eradication of Problems, for improving IT service quality and customer experience, reducing incident volume that results in less interruptions to business functions, and providing permanent solutions that achieve prevention.

Make your mark

At Clorox, we build big brands that make everyday life better, every day. We value our differences, and challenge each other to think and act boldly. We try new things, succeed, fail and keep learning. We work hard, and have busy personal lives. And we're all able to make a positive impact -- at Clorox, in our communities, and in the lives of millions of people who invite us into their homes. Make your mark and help us drive Good Growth -- growth that is profitable, sustainable and responsible.

Key responsibilities:

Responsible for standardization in both practice and measure for how Clorox approaches the Reactive Problem Management process and completes a Root Cause Analysis; and for performing Proactive Problem Management by identifying and isolating on prevention opportunities through trend analysis.



  • Responsible for identifying and achieving initial operational targets, including, but not limited to:
  • Top 10 incidents by volume
  • Top 10 incidents by Cycle Time
  • Top 5 IT Change Management Closure Code "Implemented with Problems"
  • Top 5 Projects with more than (2) "Bug Fix Change Requests"
  • Submit change requests to change management as required to eliminate known problems.
  • Record, manage and advance the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management and configuration management.
  • Responsible for ensuring the quality of all data captured during the execution of the Problem Management process.
  • Responsible for managing the success of third-party partners in the execution of the Problem Management process by tightly monitoring all process related KPIs/CPIs/GPIs and taking appropriate action when required.


    Years and Type of Experience:



    • Experience in IT industry or equivalent technical, design, architecture and/or operational management experience (e.g., engineering) or technical competence gained in a highly complex and varied technology environment.
    • 2-4 years knowledge and firm understanding of ITIL Process areas, with specific focus on Service Operations and Problem Management.
    • ITIL Foundations certification required, additional certification a plus


      Skills and Abilities:



      • Extensive experience with using an enterprise class service management system, such as ServiceNow or Remedy, to execute the Problem Management process.
      • Strong communication skills, both written and verbal
      • Very strong at effectively prioritizing and executing tasks, even while under pressure
      • Excellent self-motivation and self-direction.
      • Responds effectively to rapid change, delivering appropriate solutions to time critical milestones
      • Must be able to work with incomplete requirement specifications, resolving ambiguities via discussions with the originating functions
      • Ability to represent highly complex technical issues to a non-technical, senior audience.
      • 2+ years utilizing ServiceNow as a service management system.
      • Maintain high level of domain expertise, keeping abreast of the developments within the applications / technology landscape, to ensure continued delivery to time, cost and quality in the face of both internal and external change.


        Education Level/Degree:



        • BA or BS Degree


          More about Information Technology (IT)

          We are critical players in putting the consumer experience at the center of everything we do at Clorox. Whether it's driving Clorox's digital leadership, building platforms and capabilities, or using data and analytics to uncover consumer insights, you'll be working with a talented and diverse team and have opportunities to build your technology and leadership skills.

          More about Clorox

          At Clorox (NYSE: CLX), we build brands that make everyday life better, every day. We value our differences, and challenge each other to think and act boldly. We try new things, succeed, fail and keep learning. We work hard, have busy personal lives and are all able to make a positive impact -- at Clorox, in our communities and in the lives of millions of people who invite us into their homes and workplaces. Make your mark and help us drive growth that is profitable, sustainable and responsible.

          The Clorox Company (NYSE: CLX) is a leading multinational manufacturer and marketer of consumer and professional products with 8,700 employees worldwide and fiscal year 2018 sales of $6.1 billion. In addition to our namesake bleach and cleaning products, we market some of the most trusted and recognized consumer and professional brands, including:



          • Brita-- water-filtration products
          • Burt's Bees-- natural personal care products
          • Fresh Step-- cat litter
          • Glad-- bags, wraps and containers
          • Hidden Valley-- dressings and sauces
          • Kingsford-- charcoal
          • Liquid Plumr-- clog removers
          • Pine-Sol-- cleaners
          • RenewLife-- digestive health products
          • Rainbow Light--, Natural Vitality--, Neocell-- and Stop Aging Now-- dietary supplements
          • Clorox Healthcare-- and CloroxPro--- Commercial Solutions--


            More than 80% of our sales are generated from brands that hold the No. 1 or No. 2 market share positions in their categories.

            Making a positive impact

            Clorox is a signatory of the United Nations Global Compact, a community of global leaders committed to sustainability. We've been broadly recognized for our corporate responsibility efforts and included on CR Magazine's2018 100 Best Corporate Citizens list, Barron's 2019 100 Most Sustainable Companies list, the Human Rights Campaign's 2018 Corporate Equality Index and the 2019 Bloomberg Gender Equality Index, among others.

            We also support our communities, contributing about$20 millionin combined cash grants, productdonationsand cause marketing infiscal year2018.

            The Clorox Company and its subsidiaries is an EEO/AA/Protected Veteran/Disabled/LGBT employer.

            Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

            Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: The Clorox Company, Durham , Problem Management - System Engineer IV, Executive , Durham, North Carolina

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