Problem & Change Governance Lead

Required

• Commitment to maintain client confidentiality and data security
• Communicate in a clear and service-oriented manner; use appropriate, professional language and grammar to effectively exchange ideas and information
• Ability to proactively work with both external and internal clients; relate with others in a professional manner to accomplish work responsibilities and objectives
• Ability to maintain regular, predictable attendance
• A four-year degree in information technology, business, or a related field, or equivalent work experience.
• Experience in IT service management, application support, service operations, or a similar technology environment, including hands-on work with problem management, change enablement, root-cause analysis, change scheduling, CAB coordination, risk review, production support, or knowledge management.
• ITIL 4 Foundation certification or higher.
• Successful completion of the Securities Industry Essentials (SIE) exam and Series 99 within 120 days of the start date.
• Experience using service-management tools to document workflows, maintain governance records, produce service metrics, and create or improve support knowledge.
• Working knowledge of KCS principles, including searching before creating, reusing knowledge, improving articles during use, and capturing knowledge in the flow of work.
• Strong analytical, organizational, facilitation, coaching, communication, and decision-making skills, including the ability to explain technical issues, business impact, and risk to varied audiences.
• Ability to identify the right stakeholders, bring teams together, maintain accountability without direct authority, work independently, and manage competing priorities.