ITSM Professional – Incident, Problem, Change

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a member of the Firmwide Process Management Team, you will be responsible for controlling, documenting, governing, maintaining, and improving firmwide policies, processes, procedures, and job aids related to Change Management, Problem Management, Incident Management, and Event Management. This role focuses on ensuring operational resilience, managing risk effectively, and maintaining compliance with regulatory and audit requirements.

You will leverage your expertise to manage critical data in accordance with governance frameworks while ensuring adherence to firm controls and audit standards. Additionally, you will cross-train with process SMEs to provide support on process optimization as needed.

Key Responsibilities

• Manage and mature firmwide ITSM processes across Change, Problem, Incident, and Event Management with a focus on risk mitigation, operational resilience, and regulatory compliance
• Ensure all change, problem, incident, and event management activities meet established governance standards and control requirements
• Maintain comprehensive documentation and evidence to support audit and compliance initiatives across all ITSM processes
• Collaborate with cross-functional teams to identify, assess, and mitigate operational risks
• Drive process improvements that enhance service resilience, increase problem resolution rates, reduce incident recurrence, and minimize business impact
• Monitor and report on key risk indicators and compliance metrics related to ITSM processes
• Support the implementation and enforcement of firmwide policies and procedures, including emergency change protocols and major incident procedures

Required qualifications, capabilities, and skills

Risk Management:

• Demonstrated knowledge of risk and controls landscape, ensuring company-wide standards are met
• Experience identifying, documenting, and mitigating operational and technology risks across the ITSM lifecycle
• Ability to assess process vulnerabilities and implement appropriate controls
• Experience conducting root cause analysis and implementing preventive measures

Resilience:

• Professional experience managing Change Management, Problem Management, Incident Management, Event Management, or Production Support in a corporate environment
• Proven track record of maintaining service continuity during critical incidents and change implementation
• Experience implementing resilience frameworks and business continuity practices
• Ability to coordinate major incident response and post-incident reviews

Compliance:

• Strong understanding of governance frameworks and audit requirements across ITSM disciplines
• Experience preparing for and supporting internal and external audits with comprehensive ITSM evidence
• Ability to ensure adherence to regulatory standards, separation of duties, and firmwide policies
• Knowledge of change authorization, problem resolution, and incident management compliance requirements

Technical & Process Skills:

• Working knowledge of ServiceNow or similar ITSM platforms, including Change, Problem, and Incident Management modules
• ITIL certification preferred but not essential
• Experience with process documentation, change advisory board (CAB) processes, problem management workflows, and continuous improvement
• Understanding of incident categorization, prioritization, and escalation procedures

Interpersonal Skills:

• Demonstrated ability to multitask and prioritize in high-pressure environments; results-oriented
• Strong oral and written communication skills, including the ability to effectively communicate with senior management during incidents, changes, and problem reviews
• Proven ability to influence stakeholders across multiple teams and facilitate approval processes
• Experience building relationships from both customer and technical perspectives in a global organization
• Ability to remain calm and focused during major incidents and coordinate cross-functional response teams