Problem Manager
2 weeks ago
Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit
What we offer:
- Work-life flexibility
- Hybrid work environment
- One time allowance to set up your office for remote first employees
- Variable annual incentive plan
- Generous annual vacation allotment
- Top-notch flexible benefits plan
- Retirement Plan, matched contributions at 6%
- Access to a learning platform and educational assistance support
- Career development opportunities
- Wellness Flex Fund to support personal interest and activities
- Day off to volunteer in your community and other paid time off options
- Corporate discounts
Job Summary:
- The Problem Manager is expected to establish, support, and facilitate the Problem Management Process and the associated procedures within the organization. As the process owner, the Problem Manager cooperates cross-functionally with all Technology teams, Product Managers, vendors, and business representatives to fully manage the lifecycle of IT problems including root cause analysis, implementing permanent resolutions for the problems, establishing documented workarounds, and maintaining a repository of known errors.
What you will have:
Five-year experience in a Problem and/or Incident Manager role.-
- ITIL Foundation certification, ideally ITIL v4.-
- Demonstrated experience using the ServiceNow ITSM platform, including its reporting capabilities.-
- Critical thinking, and strong problem-solving capabilities and methodologies.-
- Outstanding collaboration skills and ability to bring diverse teams together to solve complex issues.-
- Ability to multi-task and prioritize to complete tasks on time.-
- Excellent written and verbal communication, and strong data-driven decision making skills.What you will be doing:
Acts as the single point of contact for IT problems; manages, leads, and coordinates problem investigations with a focus on root cause identification and re-occurrence prevention of incidents across the organization.-
- Works with process participants to ensure the completion of process lifecycle activities.-
- Coordinates with technical teams, technical and business leaders to determine the impact of problems, timelines for identifying root causes, validating workarounds, and implementing corrective actions.-
- Proactively analyses process activities and process data to identify process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency, and process adherence.-
- Participates and represents the Problem Management Process in operational and compliance audits.-
- Automates reporting from data sources where possible; defines and reports on key Problem Management process metrics and provide supporting analysis of this data.-
- Facilitates process discussions, regular meetings and follows up on meeting actions.-
- Participates in problem-related activities with vendors, and managed services providers as required.Other Responsibilities:
Single point of contact for all problems and post-mortem root cause investigations.-
- Monitors Process metrics to ensure that the Service Level Objectives are maintained.-
- Reviews the problem trends, planning and driving improvement plans.-
- Monitors the effectiveness of incident recurrence prevention and makes recommendations for improvements.-
- Proactive in identifying problems, analyses and recommends service improvement plans with the possible solutions obtained from technical teams for department or business unit.-
- Maintains inventory of problems under analysis and their current progress and status.-
- Follows up with problem owners where necessary.-
- Communicates all the problems and their impact to relevant stakeholders.-
- Responsible for preparing weekly/monthly Problem Management reports.-
- Responsible for preparing Problem management KPIs.-
- Provides recommendations for process development, monitoring reports and performance measurements-
- Demonstrates analytical and systematic approach to problem-solvingExcellent judgment, tact, and decision-making ability-
- Committed to continuous process improvement with a goal toward excellenceSupervision received:
Minimal supervision given. This role is expected to work independently with mínimal support required. The problem management role reports to the Head of Technology, who approves overall priority direction. Must be able to work independently.
Work Environment:
The Problem Manager may be required to work non-standard business hours. Must complete assignments within assigned timeframes, sometimes requiring the need to work beyond the normal e
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