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Shared Services Problem Manager

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InformationTechnology
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73942 Requisition #
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Position Overview


The Shared Services Problem Manager is responsible for the analysis and remediation of problems in order to minimize disruption of the business services provided by Northern Trust. 


The candidate will work across the application support, application development, infrastructure, and business teams to define a problem, determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence.


This position is a critical role in the overall organizational Problem Management function: integrates with the other key ITIL process areas including Incident, Change, and Event Management.


Roles/Responsibilities

• Lead the investigation and remediation of problems via a root cause analysis for all significant incidents owned by Shared Services

• Contribute to the on-going development and enhancements to our service-now management tool

• Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis and remediation efforts

• Work with Managed Services Support Leads and our Enterprise ITSM team to ensure documentation of known problems and resolutions procedures

• Ensure problem task are appropriate, actionable, and assigned to the team responsible for the remediation.

• Track problem remediation efforts thru closure

• Assist teams with assigned problem tasks in docket prioritization and funding request as needed

• Primary escalation point for funding and prioritization issues for problem remediation efforts

• To contribute to the development and revision of relevant problem management policies, frameworks and processes

• Ensure there is effective problem management communication across application development, business, and infrastructure partners

• Conduct problem reviews and presentations to the appropriate stake holders  

Minimum Qualifications


• Bachelor’s Degree in computer science or business management and/or demonstrable practical experience

• 5+ years of experience in the same or similar operations working in a technical environment with 2+ years in a lead position.

• Minimum of ITIL v3 certification

• Experience with Service Now (IT Service Management tool) Desired Qualifications

• Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Problem Management

• Experience of working in a financial services support environment (or similar)

• Knowledge and understanding of financial applications, systems and associated delivery systems

Knowledge and understanding of personal computers, servers, databases and networks in a corporate enterprise infrastructure.

• Working knowledge of effective vendor management.

• Analytical skills and a structured methodical approach towards statistics and trend analysis.

• Experience with communicating with stakeholders using appropriate language suitable for the technical understanding of the audience 

  • Experience of process ownership and design

• An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues

• Self-motivated to initiate, originate action and be responsible for consequent decisions.

• Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques.

• Proven planning, prioritization and organizational skills

Strong written/verbal communications skill-set

Strong interpersonal and teamwork skills. Able to work independently with minimal supervision

• Work in a manner in keeping with the company’s values

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

Equal Employment Opportunity Statements
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    • APAC EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

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    • EMEA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

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    • USA EEO STATEMENT

      It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO poster (U.S.)EEO is Law Poster Supplement