Enterprise Problem Manager
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The Enterprise Problem Manager provides support to the Office of the Comptroller of the Currency (OCC), U.S. Department of the Treasury. This position is responsible for assembling a big-picture perspective, gathering data from different sources, interpreting meaning, projecting possible outcomes, assessing impact, evaluating alternatives, managing a portfolio and recommending priorities for problem resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Maintains the Enterprise Problem Management (PBM) Plan, which establishes Problem Management processes and is guided by industry best practices.
Establishes an Enterprise Problem Resolution Team Procedure for problem resolution. Outlines the process for escalating problems to the appropriate resolution team and performs Root Cause Analysis for problems.
Takes ownership and responsibility for the problem management process/policies and ensures continual improvement.
Leads the investigation of problems, via a root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.
Implements planned and preventative maintenance to minimize incidents.
Contributes to the development of the service management tool.
Designs appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.
Ensures that changes and releases are initiated appropriately in response to problems.
Acts as an interface between Operations and the business and service providers to ensure that problems are resolved.
Leads and manages (ad hoc) problem teams.
Contributes to the development and revision of relevant policies, frameworks and processes that are in place across the business.
Communicates and manages expectations during problem resolution and acts as a point of escalation.
Ensures effective communication to work collaboratively with relevant parts of the business and that knowledge and best practice is shared to optimize performance.
Develops and uses a range of performance measures to regularly monitor the effectiveness and efficiency of problem management.
Ensures safe systems for the team’s activities, including compliance with appropriate safety legislation and Safety Guidelines and ensures suppliers and contractors satisfy the same standards.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor's degree and a minimum of five (5) years’ of experience with problem management and ITIL service management implementation preferably in ServiceNow, or equivalent combination of education / experience.
CERTIFICATES / LICENSES / REGISTRATION
ITIL 4 Foundation certification
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Excellent computer skills with proficiency using Microsoft Office (i.e., Word, Excel, Access, PowerPoint, etc.), SharePoint and project management software
Excellent verbal and written communications skills with ability to compose meaningful reports and to present research / information with clarity
Ability to employ a collaborative, customer service approach and to work effectively with others in diverse and multi-functional roles
Ability to maintain confidentiality of sensitive information
Exceptional organization skills with ability to manage multiple projects and priorities and to meet specified deadlines
Ability to appropriately raise issues and concerns for resolution
Ability to interact and communicate with all levels of staff, including executive management
Ability to work effectively both independently and in a team environment toward the successful achievement of goals
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!