KeyBank

Problem Manager

Join KeyBank as a Problem Manager in Brooklyn, OH. Lead problem management processes, requiring ITIL certification and 7+ years IT experience. Competitive benefits.

ServiceNow Role Type:
ServiceNow Modules:
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Governance, Risk, and Compliance
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IT Service Management
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Incident Management
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Problem Management
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Virtual Agent
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
March 6, 2025

The Problem Manager is responsible for executing all activities within the Problem Management process, managing problems through the lifecycle, and identifying areas of potential risk.

Requirements

  • Clear understanding of ITIL and ITSM
  • ITIL V3 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
  • Bachelor’s Degree
  • 7+ years prior experience in Information Technology

Benefits

  • Short-term incentive compensation
  • Deferred incentive compensation
  • Eligible for list of benefits (not specified)

Requirements Summary

7+ years IT experience, ITIL V3 Foundations Certification, experience with ServiceNow, Bachelor’s Degree