Sr. Problem Manager

S&P Global • Princeton, NY

12d • Remote

About The Position

Grade Level (for internal use): 10 The Team: Our team is a dynamic, collaborative group that values innovation and continuous improvement. We operate in a fast-paced environment where knowledge sharing and mentorship are prioritized, enabling both individual growth and collective success. The team embraces a global mindset and works cross-functionally to deliver exceptional results. Responsibilities and Impact: Lead cross-functional Root Cause Analysis sessions for complex incidents, identifying systemic issues and control gaps to strengthen operational resilience and reduce recurring problems Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance Analyze incident, problem, and service performance data to identify trends and recommend preventative actions that measurably reduce repeat incidents and operational risk Design and maintain executive dashboards and KPIs for service performance metrics, contributing to reliability indicators and experience measurements that drive business outcomes Drive adoption of continual improvement practices across the organization while identifying opportunities for process optimization and AI-enabled ITSM workflow automation Support major incident coordination and post-incident reviews, ensuring clear documentation and traceability for audit readiness and regulatory requirements

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent professional experience in IT service management
• 5+ years of hands-on experience in Problem Management, Incident Management, or IT Service Management with demonstrated expertise in ITIL frameworks and best practices
• Strong analytical and problem-solving skills with experience conducting Root Cause Analysis using methodologies such as 5 Whys, Fishbone diagrams, or Fault Tree Analysis
• Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management, along with experience in data analysis tools like Excel, Tableau, or Power BI
• Excellent communication and facilitation skills with ability to lead cross-functional teams through complex problem resolution processes
• Experience working in regulated environments with understanding of compliance requirements and audit readiness practices

Nice To Haves

• ITIL certification (Foundation or higher) or other relevant IT service management certifications such as HDI or COBIT
• Experience with automation tools and scripting languages including but not limited to Python, PowerShell, or similar technologies for process improvement and efficiency gains
• Knowledge of monitoring and alerting solutions like Splunk, Dynatrace, or New Relic with ability to correlate data across multiple systems for proactive problem identification
• Previous experience in financial services or other highly regulated industries with understanding of change management processes and risk assessment frameworks

Responsibilities

• Lead cross-functional Root Cause Analysis sessions for complex incidents, identifying systemic issues and control gaps to strengthen operational resilience and reduce recurring problems
• Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance
• Analyze incident, problem, and service performance data to identify trends and recommend preventative actions that measurably reduce repeat incidents and operational risk
• Design and maintain executive dashboards and KPIs for service performance metrics, contributing to reliability indicators and experience measurements that drive business outcomes
• Drive adoption of continual improvement practices across the organization while identifying opportunities for process optimization and AI-enabled ITSM workflow automation
• Support major incident coordination and post-incident reviews, ensuring clear documentation and traceability for audit readiness and regulatory requirements

Benefits

• Health care coverage designed for the mind and body.
• Generous time off helps keep you energized for your time on.
• Access a wealth of resources to grow your career and learn valuable new skills.
• Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Perks for your partners and little ones, too, with some best-in class benefits for families.
• From retail discounts to referral incentive awards—small perks can make a big difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees