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
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 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.
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