Consultant - Capital Markets IT Problem Management

Capco • New York, NY

10h • $98,000 - $112,000 • Hybrid

About The Position

Drive transformation across financial services through strategy, innovation, and delivery excellence.
The Role
As a Consultant within Capco’s Capital Markets practice, you will work with leading financial institutions to address complex business challenges across strategy, operations, and technology. You’ll collaborate with experienced professionals in a fast-paced, client-facing environment, contributing to impactful initiatives from concept through execution.

Requirements

• 2+ years of experience in capital markets & financial services
• Experience in consulting or roles such as business analysis, project delivery, or product management
• Understanding of financial products, platforms, operations, or technology ecosystems
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication skills with the ability to engage a range of stakeholders

Nice To Haves

• Experience working with Agile methodologies or tools such as JIRA or Confluence
• Exposure to digital innovation, AI, or emerging technologies in financial services
• Experience supporting market entry strategies or transformation initiatives
• Advanced proficiency in Excel and PowerPoint
• Postgraduate or advanced degree

Responsibilities

• Problem Logging and Tracking: Ensure all problems are logged in ServiceNow and track the problem lifecycle from identification to resolution and closure.
• Root Cause Analysis (RCA): Ensure root cause analysis is conducted on major and recurring incidents.
• Known Error Management: Document known errors and workarounds in a centralized repository (i.e., ServiceNow).
• Major Incident Postmortems: Manage the process to obtain major incident summaries, generate the Postmortem, and facilitate the Technology-wide Weekly Review Meetings to identify long-term remediation actions (“Problem Records”).
• Data Analysis: Analyze incident data to identify patterns and recurring issues and recommend preventive measures.
• Change Control Daily Review: Continuously review and approve all operational changes, break fixes, and emergency changes submitted in ServiceNow.
• Change Authority Board (CAB) Meeting: Support the Jefferies Change Manager to facilitate twice weekly CAB Meetings to review and approve all normal changes.
• Create, manage, and publish training materials and guides.
• Facilitate training sessions when updates have been made to the process to support the Problem Management team, Incident Manager and Change Manager.
• Ensure cross-functional understanding of Problem Management, Incident Management, and Change Management.
• Support the Jefferies Change Manager by facilitating bi-weekly New Hire Change Management Orientation sessions.
• Manage and update documentation on Problem Management, Incident Management, and Change Management policies and procedures to ensure compliance.
• Ensure all problem, incident, and change records adhere to the standards outlined in the policies and ensure all practices in the procedures are upheld firmwide.
• Generate and share weekly/quarterly reports on problem task status updates to Technology Leadership and maintain transparency with Leadership.
• Support the Change Manager by generating current planned change implementation reporting throughout the week (Tuesday, Wednesday, and Friday) across the Technology firm.
• Provide ad hoc weekly/monthly reports to leadership.
• Identify gaps in current processes and recommend improvements across Problem, Incident, and Change Management.
• Identify opportunities for enhanced cross-collaboration across teams and maintain integrated service management practices.
• Align with ITIL CSI (Continual Service Improvement) principles.
• Continuously recommend workflow improvements and automation opportunities in ServiceNow.
• Manage dashboards and reporting in the tool while enhancing reporting for technology-wide transparency.

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) plan with company contributions
• Tuition reimbursement and continuous learning opportunities
• Generous paid time off and flexible working arrangements
• Employee wellbeing programs and support resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees