Problem Consultant (Problem Management/ITIL)

Company: PNC Financial Services Group
Location: Cleveland
Posted on: January 15, 2021

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