Must Haves:

• Strong knowledge of ITIL/ITSM problem and change management
• Excellent written and verbal communication
• Familiar with remedy (ServiceNow)
• Vendor/Relationship management background
• remedy e-smart (home grown MicroStrategy tool)- used for how they mine data
• Access
• SQL
• Incident or app support background
• Hands on experience with Change execution

Plusses:

• Financial institutions experience

Day to Day:

Insight Global is looking for a problem/change manager to join an existing team at one of the largest financial institutions in the Charlotte, NC market. This role is hybrid (3 days a week onsite, 2 remote- no exceptions.) This individual is focused on problem management - root cause analysis after the problem is identified with the customers vendors. The Problem/Change Manager role will be a subject matter expert (SME) focused on the stability and resiliency of externally hosted services that have been integrated with the client’s environment. The role liaisons with business, technical organizations, and vendors; independently providing consultation services following ITSM/ITIL framework processes for the following areas: Problem Management and Change Management oversight. This person will review issues encountered with externally hosted services and environments to address system resiliency and availability of services. They will also concentrate on integrity of processes used by vendors, identify gaps, review vendor root cause analysis and insure corrective actions/mitigating solutions are in place. They will provide oversight of external vendor planned changes, document them in SOR, and ensure no disruptions to production environment resulting in customer impact. The individual will drive vendor adherence to existing SLA terms and Compliance Standards. They will facilitate daily video/teleconference meetings involving a large number of participants and lead individuals outside your group to understand and determine Root Cause (RC) of vendor service problems. Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, and Resiliency capabilities. Identify Single Point of Failures, determine mitigation plans and track opportunities for improvement to achieve greater overall system stability and resiliency.

This person can expect to work in a high volume group- they executed 650 changes in 2023 and even more last year.

$35/hr to $55/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.