Problem Manager II

Position is responsible for performing non-technical project completion using an internal customer perspective, typically from initiation through delivery. Coordinating cross-functional teams through meetings and progress measurement activity, bringing specific projects to completion both on time and within budget.

Entry level professional position. Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Builds collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position.

• Acting as the point of contact for reviewing problem tickets within their domain (i.e. Service Desk, Network, Windows, DBA etc.).
• Maintaining the problem control process.
• Resolving problems raised from incident management and problem management.
• Monitoring and tracking the progress of the problems within their domain.
• Providing insight throughout the process of identifying solutions.
• Assisting with the effectiveness of the problem management process, as well as making recommendations for improvement.
• Creating problem reports and identifying trends within their domain.

• A bachelor's degree in Computer Science, Mathematics, or a related field preferred.
• 3-5 year Problem Management and Service Now experience,
• ITIL Foundations Certification.
• Subject matter expertise in ServiceNow is strongly preferred.
• Experience in banking or financial services a Plus, familiarity with monitoring and observability platforms such as Dynatrace, Prometheus, Grafana, Splunk, and Introscope, and working knowledge of SSO and Federated Identity Management will set candidates apart.
• Experience with process automation, orchestration tools, and modern deployment frameworks is also highly desirable.
• Should be comfortable working across modern infrastructure environments including AWS, Azure, Kubernetes, OpenShift, and containerized architectures, as well as AI-driven operational tools.
• Familiarity with Power BI and Tableau for reporting and xMatters for alert and on-call management is a plus.
• Ability to remain flexible in a changing environment.