Do you like solving problems? Do you love the thrill of good investigation? If so, keep reading_
- Problem managers identify and manage problems using preventative methods and identifying underlying causes to help prevent future incidents. Using a structured workflow for diagnosing root causes and fixing problems, they help eliminate recurring incidents and minimize the impact to our customers, helping them live their financial best._
**What you'll do**:
- Manage and oversee the research and analysis efforts post incidents that impact Equifax systems and services.
- Manage documenting permanent long term solutions in a timely fashion.
- Collaborate with business partners, global incident managers, and global change managers to ensure consistent and effective problem management.
- Participate in postmortems, problem management and operational issue meetings with a focus on recent major incidents, Root Cause Analysis (RCA), incident trending, and drive to identify root cause including well defined corrective/preventative action plans.
- Act as a point of escalation where resolution ownership is disputed. Ensure customer business interests are maintained above those of any specific service.
- Provide technical and process guidance support for incident response teams in the problem management space.
- Deliver the necessary tools and organizational structure to ensure the highest level of service management process execution and ongoing process excellence.
- Report in key problem metrics to stakeholders on a regular cadence
- Schedule from M-F from 10:00 am - 7:00 pm
**What experience you need**:
- **English proficiency B2+ or above (Preferably C1)**
- Bachelor's degree, and/or have equivalent experience
- 3 years of experience in ITIL process and problem management, creating process design, managing process policies and procedures, measuring team process activities; and continuously improving team adherence to process, all while adhering to industry best practices
- 3 years experience **strong research, problem solving, critical thinking, analytic, and time management skills**
- 2+ years experience with common **ITSM Tool Suites (ServiceNow preferably Problem module) and guiding principles**
**What could set you apart**:
- **Any Cloud Certification either in GCP, AWS or Azure**
- You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders, and navigate a wide range of internal and external environments
- Experience working independently without direct supervision
- Previously employed in a regulated industry (financial)
- Google Cloud Platform (GCP) Cloud Certified
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