Problem Consultant (Problem Management/ITIL)
Company: PNC Financial Services Group
Location: Cleveland
Posted on: January 15, 2021
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Job Description:
Job Profile Position Overview At PNC, our people are our
greatest differentiator and competitive advantage in the markets we
serve. We are all united in delivering the best experience for our
customers. As a(n) Problem Consultant within PNC's TIS Organization
, you will be based in Pittsburgh PA. This position would have
responsibility for transitioning from a traditional ITSM problem
management process model to a problem management product model that
provides PNC technology organization with the process and tools
that allow us to collaborate, share knowledge, have open dialog and
escalate risks in a "blameless culture." This is a new approach for
the technology problem management program and as such, the person
hired into this position will help lead the transformation. The
ideal candidate would have experience in redefining and/or building
programs from the ground up. WHAT - not all inclusive * Owns the
vision and definition of the problem management program and its
transformation from an ITSM process model to a product model.*
Conveys vision to team to address client requirements/business
objectives* Participates in the creation and maintenance of product
backlog. Prioritizes backlog.* Services as primary point of contact
for questions* Reports on status of product/product enhancements to
stakeholders* Responsible for leading and driving selection,
design, development and promotion of new and existing products*
Partners with stakeholders to ensure product is meeting strategic
goalsHOW * Uses professional maturity to navigate / negotiate
between stakeholders inclusive of business, technology, risk and
audit to drive for the best possible outcome in an iterative way,
negotiating based on priority for what must be done now versus what
can be done in a future effort.* Sift through what has to be done -
minimal viable product* Understands where there is risk, and how
much risk is acceptable based on the maturity of the product.*
Understands the importance of postmortems in a blameless culture
and can provide coaching to improve the quality of postmortems to
drive a culture of learning.* Enterprise Thinking - Someone who can
solve for the greater good of the enterprise versus, e.g., 80%
solves some portion of everyone's issue whereas 100% only solves
for 10% of the population* Fundamental ability to work through
complex problems and document contributing factors* Approaches
problem management with common sense and practicality versus a
purist ITIL perspective* Leadership competencies - has experience
in indirectly leading project teams or workgroups. Someone who's
demonstrated indirect leadership to deliver products/services.* Can
read the landscape and understand what's changing in and around the
area that could drive the need for change within the problem
management product/program* Can create positive experiences that
keep people engaged in building toward the future solution, while
delivering solutions in incremental chunks/steps* Ability to give
and accept constructive criticism in a professional way that
demonstrates continuous improvement through transparency and
learningJob Description Develops, implements and oversees the
problem management process, activities, and staff for a large IT
Services function. Leads complex problem identification,
evaluation, analysis and resolution producing. Coordinates
activities to improve change management efficiency and
effectiveness. Ensures that root cause and trend analysis is
determined; provides reports on root cause and trend analysis in a
timely manner. Performs team building and team management
initiatives; motivates, develops and manages the performance of
individuals and teams. PNC Employees take pride in our reputation
and to continue building upon that we expect our employees to be:
Customer Focused - Knowledgeable of the values and practices that
align customer needs and satisfaction as primary considerations in
all business decisions and able to leverage that information in
creating customized customer solutions. Managing Risk - Assessing
and effectively managing all of the risks associated with their
business objectives and activities to ensure they adhere to and
support PNC's Enterprise Risk Management Framework. Competencies
Analytical Thinking - Knowledge of techniques and tools that
promote effective analysis and the ability to determine the root
cause of organizational problems and create alternative solutions
that resolve the problems in the best interest of the business.
Decision Making and Critical Thinking - Understanding of the issues
related to the decision-making process; ability to analyze
situations fully and accurately, and reach productive decisions. IT
Environment - Knowledge of an organization's IT purposes,
activities and standards; ability to create an effective IT
environment for business operations. IT Service Management (ITSM) -
Knowledge of and the ability to utilize a variety of management
skill sets and technical tools to ensure quality and high standards
in IT services. IT Standards, Procedures & Policies - Knowledge of
and the ability to utilize a variety of administrative skill sets
and technical knowledge to manage organizational IT policies,
standards, and procedures. Problem Management - Knowledge of the
processes involved in problem control, error control and the
production of management information; the ability to identify the
root cause of problems in a timely and accurate manner and bring
them to a successful resolution. Requirements Analysis - Knowledge
of methods and techniques to elicit, analyze and record required
business functionality and non-functionality requirements; ability
to analyze these requirements to ensure the success of a system or
software development project. Technical Troubleshooting - Knowledge
of technical troubleshooting approaches, tools and techniques, and
the ability to anticipate, recognize, and resolve technical
(hardware, software, application or operational) problems. Work
Experience Roles at this level typically require a university /
college degree, with 3+ years of relevant / direct industry
experience. Certifications are often desired. In lieu of a degree,
a comparable combination of education and experience (including
military service) may be considered. Education Bachelors Disability
Accommodations Statement:The PNC workplace is inclusive and
supportive of individual needs. If you have a physical or other
impairment that might require an accommodation, including technical
assistance with the PNC Careers website or submission process,
please call 877-968-7762 and select Option 4: Recruiting or contact
us via email at pathfinder@pnc.com. The Human Resources Service
Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM
ET. Equal Employment Opportunity (EEO):PNC provides equal
employment opportunity to qualified persons regardless of race,
color, sex, religion, national origin, age, sexual orientation,
gender identity, disability, veteran status, or other categories
protected by law. California Residents Refer to the California
Consumer Privacy Act Privacy Notice to gain understanding of how
PNC may use or disclose your personal information in our hiring
practices.
Keywords: PNC Financial Services Group, Cleveland , Problem Consultant (Problem Management/ITIL), Executive , Cleveland, Ohio
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