Lead Technology Analyst- Problem Management

Location:

The Problem Manager is responsible for executing all activities within the Problem Management process. They will manage problems across all priority levels through their lifecycle, performing root cause analysis to determine the best resolution or mitigation strategies. Additionally, the Problem Manager will proactively identify potential risks within the technical environment, focusing on implementing repair or mitigation solutions. As a strong leader and facilitator, they must effectively communicate and collaborate with stakeholders at all levels, including executives, to drive problem resolution and ensure alignment across the organization.

The following objectives describe outline the goals the Problem Management process aims to accomplish:

• Improve service quality through a proactive reduction of incidents
• Identification of underlying root cause of service failures, including people, process, technology issues, to ensure appropriate action is taken for elimination
• Management of permanent resolutions of issues and reduction of workarounds
• Properly document available workarounds and provide information to service partners
• Proactively identify opportunities to prevent future incidents
• Facilitation of critically impacting problems to ensure the highest standards of system availability are met for the consumers of technology
• Minimize the impact of incidents that cannot be prevented
• Ensure that permanent solutions are implemented and track and control results

Essential Job Functions 

• Management and coordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management data and supplier/development documentation.
• Proactively supports application/shared service resiliency through holistic analysis.
• Contributes to reporting and measures adherence to established KPI.
• Contributes to the improvement of the Problem Management process to drive faster resolution and greter technology stability.
• Provide comprehensive overview of metrics to assigned groups. 
• Assist with the development of quality goals for assigned groups for problem reduction, change quality and quality of implementation.
• Manage or participate in larger projects (e.g. Disaster Recovery Testing) involving Problem Management, including potential weekend support.
• Research alerts, problems, and trends in performance to identify improvement opportunities.
• Coordinates and executes process training.
• Designs and conducts regular audits of problem records for adherence to process standards and quality of documentation.
• Manages reviews/updates of process and procedural documentation.
• Ensures broad collaboration with all levels of technology and lines of business.

Desired Qualifications 

• 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

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $75,000 to $95,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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