Advisor, Problem and Change Management

Phillips 66 • Bartlesville, OK

1d • $96,300 - $117,700

About The Position

As an Advisor I, Problem and Change Management, you will help protect the stability, availability, and recoverability of Phillips 66 technology services by improving how IT problems are investigated and how production changes are evaluated, approved, implemented, and closed. This role connects incident response, technical support teams, IT leadership, business stakeholders, vendors, and governance partners to drive structured problem resolution, effective change control, and continuous improvement across the enterprise. The ideal candidate combines analytical discipline with practical operational judgment, clear communication, and the ability to drive work to measurable closure.

Requirements

• 2 or more years of experience with infrastructure support
• 2 or more years of experience using ServiceNow or a comparable IT service management platform.
• 2 or more years of experience in knowledge of ITIL principles and the relationship among Incident, Problem, Change, Configuration, Knowledge, and Service Level Management.
• Beginner proficiency in ability to interpret operational metrics, identify root causes and performance gaps, and deliver data-driven recommendations that support measurable improvements in productivity, cycle time, and service quality.
• Intermediate proficiency in written and verbal communication skills, including the ability to communicate with technical teams, business stakeholders, and leadership.

Nice To Haves

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business, Engineering, or a related field.
• Three or more years of experience in IT service management, IT operations, problem management, change management, incident management, service delivery, or a related discipline.
• ITIL Foundation or higher certification.
• Experience with ServiceNow Problem Management, Change Management, Major Incident Management, CMDB, reporting, or dashboards.
• Experience with Change Advisory Board governance, change-risk assessment, change-freeze coordination, or production change controls.
• Experience creating cause maps, timelines, after-action reviews, incident reports, or executive communications.
• Experience working with managed service providers and vendor-supported applications or infrastructure.

Responsibilities

• Partner with incident managers, the Response Center, application and infrastructure teams, vendors, service owners, and business stakeholders to assess impact and determine the appropriate level of response.
• Coordinate the lifecycle of problem records from identification through investigation, action planning, resolution, and closure.
• Identify recurring incidents, systemic weaknesses, and trends across incidents, problems, changes, configuration items, and services.
• Participate in a scheduled on-call or major-incident support rotation, as required by business and team needs.
• Review and administer production change requests in ServiceNow for completeness, risk, impact, timing, testing, implementation, validation, communication, and backout planning.
• Prepare, facilitate, or support Change Advisory Board reviews and document decisions, concerns, conditions, and follow-up actions.
• Provide guidance and coaching to change requestors and support teams on effective change planning, documentation, and operational readiness.
• Identify change-related trends, including failed, emergency, repeat, late-approved, or poorly documented changes and changes associated with incidents.
• Maintain process documentation, job aids, templates, dashboards, knowledge articles, and traceable records for audits, control reviews, and evidence requests.
• Contribute to training and onboarding for IT teams on Problem Management, Change Management, ServiceNow practices, and operational expectations.

Benefits

• Annual Variable Cash Incentive Program (VCIP) bonus
• 8% 401k company match
• Cash Balance Account pension
• Medical, Dental, and Vision benefits with an annual company contribution to a Health Savings Account for employees on HDHP
• Total well-being programs and incentives, including Employee Assistance Plan, well-being reimbursement, and backup family care services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level