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Problem Administrator

Date Posted:  Nov 17, 2021
Requisition ID:  275561

Indianapolis, IN, US, 46204


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.  At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.


About Indiana Department of Transportation:
The Indiana Department of Transportation (INDOT) provides a dynamic workplace that serves Indiana citizens, improves our state’s quality of life, and enhances its economic opportunity. INDOT has a number of innovative programs and projects, including Public-Private Partnerships, Green Initiatives, and cutting-edge uses of materials and assets. As part of the State of Indiana, INDOT offers a competitive total compensation package, as well as outstanding work/life balance. Whether you are an established professional in the transportation field or just starting your career, INDOT has exciting and challenging opportunities for you.



About the Job:

As Problem Administrator for the Indiana Department of Transportation (INDOT) Transportation Services Call Center (TSCC), you will be responsible for administering the Request Management and Problem Management process. You will regulate request response accuracy and work closely with the Customer Satisfaction Manager as well as the Knowledge Administrator to ensure request policies and procedures are being followed. A problem is any request or inquiry for which an approved response or solution is not available. You will analyze problem data and then manage the process of resolving Problems to improve first call resolution and the day-to-day operations of the organization. 

A Day in the Life:

​•    Manage the Problem Management process including Problem categorization and prioritization criteria and reviewing Problems for completeness and accuracy.
•    Conduct Root Cause Analysis by engaging subject matter experts (SMEs) to identify the root cause of the Problem.
•    Create Resolution Plans (plans to solve Problem).
•    Coordinate Resolution Plan implementation by mobilizing the necessary resources from the agency to execute Resolution Plan tasks while continuing to monitor to ensure Resolution Plan service levels are met.
•    Manage all Problem communications including Problem status updates and Resolution Plan creation, successes, and failures.
•    Manage responses to major Problems or best available work arounds for unresolved Problems.
•    Conduct proactive trend analysis to identify recurring Problems and report on consequences of repetitive Requests .
•    Monitor and report Problem related metrics to Customer Satisfaction Manager to ensure policies and procedures are being followed.
•    Increase first call resolution by transferring knowledge from solving Problems to Knowledge Administrator to update Knowledge Base.
•    Manage the Call Center Request Management process including monitoring Requests for quality and accuracy, reassigning misdirected Requests, and handling Requests not accepted by the TSCC Resolver Groups.
•    Improve Request service level adherence by monitoring and increasing focus on Requests within range of breaching service levels.
•    Manage day-to-day Request issues and collaborate with District staff to expedite escalations to appropriate Resolver groups as required.
•    Administer changes to standard operating procedures as directed by the Customer Satisfaction Manager.
•    Administer call management systems and provide call management data to Customer Satisfaction Manager for analysis.
•    Assist with other tasks as directed by the Customer Satisfaction Manager

What You'll Need for Success:

•    Bachelor's degree or equivalent experience.
•    Knowledge of INDOT operations preferred.
•    Service Management Certification preferred.
•    Experience with problem management or supporting skills.
•    Demonstrated excellence in interpersonal skills, able to build relationships and establish credibility to deliver results
•    Demonstrated experience leading a team in the root cause analysis and life cycle of a problem.
•    Ability to analyze situations, alternatives, risks, data, and systems
•    Proven experience in solving highly complex problems and being decisive in the midst of diverse opinions and complex interrelationships and contingencies.
•    Proven experience developing solutions to a variety of challenging problems of broader scope and complexity using established procedures.
•    Excellent leadership and organizational skills.
•    Strong verbal and written communication skills.
•    Ability to multi-task in a fast paced environment.
•    Ability to work independently or work collaboratively and effectively with a wide range of individuals including operations and service leadership.
•    Ability to maintain confidentiality as required and appropriate.

Supervisory Responsibilities/Direct Reports:

This role may serve as a team lead for an assigned work group.


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the medical plan) 
  • Health savings account (includes bi-weekly state contribution) 
  • Deferred compensation account (similar to 401k plan) with employer match 
  • Two (2) fully-funded pension plan options 
  • Group life insurance 
  • Employee assistance program that allows for covered behavioral health visits 
  • Paid vacation, personal and sick time off 
  • Competitive leave policies covering a variety of employee needs 
  • 12 company paid holidays, 14 on election years 
  • Qualified employer for the Public Service Loan Forgiveness Program 
  • New Parent Leave 
  • Free Parking 
  • Free LinkedIn Learning 


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Indianapolis