Lead Problem Management Associate
<p><strong>JOB DESCRIPTION:</strong></p> <ul> <li>Being a member of the IT Business the Lead Problem Management Associate is responsible for conducting analysis of historical alerts, incidents, and problems to identify thematic patterns and trends.</li> <li>The candidate will lead discussions with IT teams to review and verify themes with the goal of crafting action plans to address identified issues.</li> <li>To be successful the candidate should have a good understanding and breadth of technology, in order to lead discussions with key partners and achieve accurate root cause, permanent fix, workaround, known error, lessons learned, etc.</li> <li>Your work will directly contribute to Client's Production reliability.</li></ul> <p><strong>RESPONSIBILITIES:</strong></p> <ul> <li>Assist in identifying repeat incidents</li> <li>Facilitate daily standups to review analysis and identify themes and action plans to permanently resolve issues and prevent reoccurrence</li> <li>Use performance metrics to supervise the effectiveness and efficiency of Problem Management</li> <li>Leverage Excel, PowerBI or other analytics tools to complete in-depth analysis of historical records</li> <li>Demonstrate analysis to build trends which will be presented to senior IT Management</li> <li>Participate in Post Mortem meetings to help drive identification of Lessons Learned and use Problem Management techniques to identify root cause</li> <li>Collaborate with other ITSM Process areas to drive Continuous Service Improvement (CSI)</li> <li>Work with Operations and the Business to ensure root cause and action plans are well understood</li> <li>Continually improve Problem Management process to ensure standard methodologies</li> <li>Give to the improvement of ServiceNow Problem Management module to streamline Problem Management process</li> <li>Supply to the design of appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis</li> <li>Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately</li></ul> <p><strong>QUALIFICATIONS:</strong></p> <ul> <li>Knowledge and understanding of ServiceNow ITSM modules</li> <li>Minimum of 5 years' experience performing Incident / Problem Management</li> <li>Strong data analysis skills and experience working with Excel, PowerBI or other analysis tools</li> <li>Experience initiating Continuous Improvement Projects</li> <li>Experience with facilitating root cause analysis across the breath of technologies within Enterprise Infrastructure</li> <li>Bachelor's degree preferred or equivalent experience</li></ul> <p><strong>ABOUT CLIENT:</strong></p> <p> Our client safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry's needs and we're working to continually improve the world's most resilient, secure, and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost, and bring stability and certainty to the post-trade lifecycle. Client proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A Client career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.</p>
