This position oversees the Problem and Change Management function. It will act as the point of escalation for management and relationship management. The position will also build and strengthen relationships with customers and stakeholders over time, in regards to Problem and Change Management resolution. It will also facilitate ITIL standards adherence.

Job Description

• Coordinates regularly scheduled reviews of problems and changes
• Actively engages with operation’s teams & engineers
• Acts as coordinator for problem and change management
• Reviews incident and problem management reports and identifies action plans to improve key performance indicators as necessary
• Ensures proper usage of problem and error control systems
• Reviews and discusses assignments and classifications of problem cases
• Performs quality assurance on all completed problem investigations and change management records
• Coordinates problem management and change management meetings
• Defines reporting requirements to manage the change and problem management processes
• Identifies process improvement(s) as the result of being the point of escalation
• Reviews problem and change processes and recommends improvements
• Validates problem management and ensures change management processes are followed
• Provides, reviews, and summarizes trends
• Makes recommendations for resolutions and improvements to mitigate risk
• Performs other related duties as required and assigned
• Demonstrates behaviors which are aligned with the organization’s desired culture and values

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, mathematical and sound judgment skills.
• Financial Services and, if possible, mortgage industry experience preferred
• Strong business acumen and ability to interface with executive management