This position oversees the Problem and Change Management processes. Responsible for building relationships with clients and key stakeholders over time to strengthen trust regarding problem and change management resolution services.  Serves as a focal point and subject matter expert for escalation of issues.  Works closely with department management and internal clients to facilitate adherence to Information Technology Infrastructure Library (ITIL) standards.

Job Description

• Actively engage with business units and engineers in process improvement
• Actively engages with operation’s teams & engineers
• Provide analytics for problem management and change management meetings
• Actively participate and/or lead problem management and change management meetings
• Acts as coordinator for problem and change management
• Conduct regularly scheduled reviews of problems and changes
• Review problem and change processes, ensure adherence to processes, and recommend improvements to mitigate risk
• Define and fulfill reporting requirements to manage the change and problem management process
• Review/discuss and lead assignment and classifications of problem cases
• Demonstrate behaviors which are aligned with the organization’s desired culture and values
• Develop subject matter expertise on usage of problem and error control systems
• Reviews change and problem management reports and identifies action plans to improve key performance indicators as necessary
• Identify continuous process improvement opportunities as the result of being subject matter expert
• Identify critical trends and seek root cause resolution
• Makes recommendations for resolutions and improvements to mitigate risk
• Validates problem management and ensures change management processes are followed
• Perform other related duties as required and assigned
• Perform quality assurance on all completed problem investigations and change management records

Ideal Candidate will have the following:

• ITIL framework certification
• Excellent management, interpersonal, communication, presentation, and organizational skills
• Strong written and verbal English communication skills
• The ability to work effectively with clients and other management personnel
• Coordination skills: managing (complex) IT technical investigations
• Advanced knowledge of change and problem management
• Excellent critical thinking, problem solving, and mathematical skills; and sound judgment
• Financial Services and, if possible, mortgage industry experience preferred