Lead Problem Management Associate

Are you ready to explore a world of possibilities? Join our DTCC family, and you''ll grow your expertise and become the best version of you. As you embark on a new journey, you''ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day. Pay and Benefits: Competitive compensation, including base pay and annual incentive Comprehensive health and life insurance and well-being benefits, based on location Retirement benefits Paid Time Off and other leave of absence Flexible/Hybrid Work Arrangements Why you''ll love this job: 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. The candidate will lead discussions with IT teams to review and verify themes with the goal of crafting action plans to address identified issues. 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. Your work will directly contribute to DTCC''s Production reliability. Your primary responsibilities: Assist in identifying repeat incidents Facilitate daily standups to review analysis and identify themes and action plans to permanently resolve issues and prevent reoccurrence Use performance metrics to supervise the effectiveness and efficiency of Problem Management Leverage Excel, PowerBI or other analytics tools to complete in-depth analysis of historical records Demonstrate analysis to build trends which will be presented to senior IT Management Participate in Post Mortem meetings to help drive identification of Lessons Learned and use Problem Management techniques to identify root cause Collaborate with other ITSM Process areas to drive Continuous Service Improvement (CSI) Work with Operations and the Business to ensure root cause and action plans are well understood Continually improve Problem Management process to ensure standard methodologies Give to the improvement of ServiceNow Problem Management module to streamline Problem Management process 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 Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately **NOTE: The Primary Responsibilities of this role are not limited to the details above. ** Talents needed for success: Knowledge and understanding of ServiceNow ITSM modules Minimum of 5 years'' experience performing Incident / Problem Management Strong data analysis skills and experience working with Excel, PowerBI or other analysis tools Experience initiating Continuous Improvement Projects Experience with facilitating root cause analysis across the breath of technologies within Enterprise Infrastructure Bachelor''s degree preferred or equivalent experience We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. About DTCC DTCC 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. DTCC 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 DTCC 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. The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Created: 2021-11-29