Lead Technology Analyst - Problem Management

2 days ago

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KeyBank

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Retail Banking • Commercial Banking • Equipment Leasing • Finance • Investments

10,000+

Description

• Responsible for executing all activities within the Problem Management process. • Manage problems across all priority levels through their lifecycle. • Perform root cause analysis to determine the best resolution or mitigation strategies. • Proactively identify potential risks within the technical environment. • Communicate and collaborate with stakeholders at all levels. • Improve service quality through a proactive reduction of incidents. • Identify underlying root causes of service failures. • Document available workarounds and provide information to service partners. • Facilitate critically impacting problems to ensure the highest standards of system availability. • Manage or participate in larger projects involving Problem Management.

Requirements

• Clear understanding of ITIL and ITSM • ITIL V4 Foundations Certification • Six Sigma or Project Management experience or certification • Previous experience as an Incident Manager or Problem Analyst/Manager • Experience with ServiceNow • In-depth understanding of technology environments and organizations • Proven ability to communicate directly and diplomatically with strong customer focus • Ability to use advanced problem-solving techniques to analyze for true root cause of problems and incidents • In depth knowledge of Problem and/or Incident Management philosophies and tools • Effective virtual meeting facilitation skills • Effective written and verbal communication skills • Ability to make sound decisions based on logical reasoning • Ability to work in a stressful & high-volume environment

Benefits

• Short-term incentive compensation • Deferred incentive compensation • Flexible options for roles that can be performed effectively in a mobile environment • Mobile or Home-based working options