Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Position Summary
The Problem Management Process Delivery Lead is part of a team responsible for the Bank's technology stability through the steering, strategy management and ongoing development of the Problem Management Policies, Standards, and Processes.
This job is responsible for planning and coordinating the execution of project/small program deliverables which requires the engagement of multiple teams. Key responsibilities include communicating work objectives, coordinating delivery, facilitating sync points across teams, providing end-to-end visibility into the health of the deliverables, and managing program risk and compliance to standards. Job expectations include ensuring delivery meets the client’s expectations in terms of the functionality, quality, timeline, and cost.
The role is committed to help deliver Operational Excellence and expected to preserve robust business, technology, risk, compliance, and audit team partnerships to accelerate enhancements, strengthen oversight and manage process health and controls. The function is responsible for participating in all related programs, initiatives, and projects to bring about and meet ongoing transformation and modernization objectives.
Job Duties:
- Problem Management Process Management: Define, design, and continuously improve the Problem Management process in alignment with industry standards (ITIL) and business needs
- Monitoring and Optimization: Perform in-depth analysis to identify risks and simplification opportunities and make recommendations for improvement
- Discovery and Analysis: Conduct periodic reviews to assess the effectiveness of the process, making improvements as needed. Utilize regular reports regarding activities, trends and improvement initiatives
- Documentation Management: Ensure adherence in alignment with the firm's policy management processes, risk appetite and strategic objectives
- Partner with process owners, compliance, audit, and risk teams to mitigate risks inherent to the Problem Management process
- Participate in audits and regulatory exams where applicable
- Act as the primary point of contact for Problem Management processes, ensuring they are followed effectively across all teams and regions
- Demonstrate innovative thinking, strategic focus and aptitude that challenges the status quo
- Excellent organization skills: ability to adjust rapidly to changing demands and priorities
- Strong verbal and written communication skills
- Leads and coordinates routines to support delivery (for example, kick-offs, status reviews, stakeholder meetings, change controls, and tollgates, etc.)
- Manages coordination of delivery and dependencies across multiple teams
- Facilitates communication and collaboration across organizations to support the deliverable completion and timeline
- Provides status updates for the deliverables to stakeholders and leadership pertaining to delivery, risks, issues, and schedule
- Works with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements
- Supports resource planning for delivery and execution
- Ensures adherence with Enterprise Change Management standards
- Strong relationship management skills to navigate complexities of gaining buy-in, building consensus, and resolving conflicts
- Proficiency in using Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
- Proficiency in using ITSM tools and platforms (e.g., ServiceNow, BMC Remedy)
Skills:
- Collaboration
- Project Management
- Result Orientation
- Solution Delivery Process
- Stakeholder Management
- Analytical Thinking
- Business Acumen
- Influence
- Risk Management
- Agile Practices
Required Qualifications
- 3+ years experience with IT Service Management, specifically Problem and Incident Management
- Experience working with ITIL framework and best practices
Desired Qualifications
- Experience working in banking or other highly regulated industry.
- ITIL Foundation Certified
Shift:
1st shift (United States of America)
Hours Per Week:
40
