ITIL Problem Manager

ITIL Problem Manager

Department Overview:

The Fitch Group is seeking an experienced ITIL Problem Manager to join the IT GRC team within Fitch’s IT Infrastructure Operations. The IT GRC team performs an essential role within Fitch, consolidating and coordinating all Governance, Regulatory and Compliance activities for the Fitch Information Technology group. Our continued growth has created an opportunity for a talented ITIL Problem Manager to join our expanding team. This is a greenfield opportunity to design and build a formal Problem Management function at Fitch. We value a highly collaborative, helpful team environment with a strong focus on learning and development as well as recognition for individual and team contributions.

As a member of the IT GRC team, the Problem Manager is responsible for establishing and managing an ITSM Problem Management practice that will mature our planning, delivery and operational processes through the introduction of industry standard best practices based on the Information Technology Infrastructure Library (ITIL) framework. The Problem Manager will ensure that standardized methods and procedures are used for efficient and prompt handling of all problems to minimize the impact upon service quality and consequently identify opportunities to improve the day-to-day operations of the organization. The Problem Manager will report within the IT GRC team.

What We Offer:

• Exceptional chance to grow and thrive through opportunities uncommon in scale and scope.
• High-achieving diversified team.
• Excellent exposure to the latest technology.

We’ll Count on You To:

• Define, implement and manage our global Problem Management process and procedures
• Develop and maintain our Known Error Database
• Work closely with Incident Managers, helping to drive technical root cause analysis
• Participate in Major Incident processes
• Participate in Service Lifecycle Processes
• Own the Postmortem process, ensuring we meet all applicable internal and external regulatory requirements and compliance commitments as well as tracking completion of follow-up tasks
• Produce management metrics and reports such as Post Incident Reviews
• Perform incident trend analysis to identify problems.

What You Need to Have:

• Solid understanding of ITIL methodology and demonstrated proficiency in the ITIL v3 framework
• Proficient in ITSM tools
• Current on information management and technology trends, products and service delivery alternatives.
• Strong writing, presentation, listening and project management skills
• Organized and detail oriented, naturally curious and eager to learn, proactive and hungry for continual improvement
• Bachelor’s Degree in Business Administration, Computer Science, Information Technology, Information Management, or related field required; or suitable combination of formal education and experience

What Would Make You Stand Out:

• High level understanding of application architecture, networking concepts, Windows servers, databases
• Use of Atlassian tools – particularly JIRA Service Desk
• ITIL Foundation Certification
• Understand business process re-engineering (ideally BPMN)

Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

We are building incredible things at Fitch and we invite you to join us on our journey.

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

 FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $110,000 and $120,00.   Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors.  Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.

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