What are the responsibilities and job description for the Command Center Problem Management Architects position at Edward Jones?
At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000 branch offices where our more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
Opportunity Overview
We are looking for not only a passionate leader but an effective problem solver. The ideal candidate will have extensive knowledge and experience in both Incident Management and Problem Management. The candidate must possess a good understanding of Problem Management process and IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. Additionally, the candidate will be responsible for all incidents reported to the Command Center from initiation until an acceptable work-around is in place or incident resolution. Candidates must have experience in, and not limited to, support operations, escalation management, and critical incident response. Candidates need to demonstrate excellent communication skills and have experience working in a matrix management organization. All aspects of the work will be well structured and conducted utilizing ITIL practices.
Major Areas of Accountability:
As an ITIL Incident/Problem Manager, you will be responsible for:
Ensuring incident response procedures are in place to mitigate severe impacts
We are looking for not only a passionate leader but an effective problem solver. The ideal candidate will have extensive knowledge and experience in both Incident Management and Problem Management. The candidate must possess a good understanding of Problem Management process and IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. Additionally, the candidate will be responsible for all incidents reported to the Command Center from initiation until an acceptable work-around is in place or incident resolution. Candidates must have experience in, and not limited to, support operations, escalation management, and critical incident response. Candidates need to demonstrate excellent communication skills and have experience working in a matrix management organization. All aspects of the work will be well structured and conducted utilizing ITIL practices.
Major Areas of Accountability:
As an ITIL Incident/Problem Manager, you will be responsible for:
Ensuring incident response procedures are in place to mitigate severe impacts
- Enforcing Incident Management policy and processes; notify participants when standards and procedures are not being followed
- Reviewing and Analyzing Incident Management metrics and reporting metrics to leadership
- Monitoring effectiveness of Incident Management and driving improvements
- Monitoring functionality of Incident Management systems and applications
- Ensuring all appropriate groups are working on restoring service in a timely manner
- Notify, escalate, and communicate to leadership and impacted stakeholders the existence of service impacts when required
- Maintaining and managing 24x7x365 coverage of severe incident response
- Ensuring timely and accurate handoff of problem and outage records
- Training stakeholders in incident management policies, processes, and procedures
- Addressing shortfalls to service levels and identifying and correcting process gaps
- Coordinating all continuous improvement activities
- Analyzing data, predicting trends and themes
- Audit the completeness and accuracy of all incidents using the ServiceNow Platform
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
- Identifying problems through the review and focusing on optimizing processes
- Collaborating with subject matter experts to refine operating processes and procedures to deliver and maintain service more efficiently
- Ensuring problem progress through the Problem Management process in a timely and prioritized manner
- Ensuring problem management information reflects accurate errors and is complete
- Maintaining inventory of problems under analysis and their current progress and status
- Analyzing and coordinating inter-organization responses and troubleshooting activities arising from critical/high incidents
- Managing and maintaining information stored in the problem database
- Owning monitoring and incident/problem reporting for status reports to management
- Overseeing scheduling root cause analysis meetings and leading all RCA calls
Position Requirements
- Bachelor’s degree in Computer Science, IT, MIS, or related field; or equivalent work experience.
- 3-5 years of relevant experience.
- 5 years of technical operations/support experience with proven knowledge of and experience working with ITIL or ITOM frameworks.
- 3 years of experience with event monitoring and/or incident/problem management, including setting-up monitoring thresholds and views.
- 5 years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, Linux, Kubernetes), virtualization software, middleware, and related base build infrastructure and software.
- Experience and subject matter expertise in the web, distributed computing or cloud environment, as well as mainframe experience is a plus
- Excellent problem detection and determination skills in multiple functional infrastructure/application areas
- Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority
- Proven ability to identify opportunities for improvement to configurations, procedures, and processes, enabling greater availability & capability
- Strong written and verbal communication skills with experience creating, championing and maintaining processes, procedures, and policies
- Experience working in the financial services industry or other similar, highly regulated environment
- ITIL Foundations certification is a plus
- Experience working in the ServiceNow Platform
- 2021 FORTUNE 100 Best Companies to Work For® By Great Place to Work® and FORTUNE Magazine – Edward Jones was named No. 20 on the list.
- From FORTUNE ©2021 FORTUNE Media IP Limited. All rights reserved. Used under license. FORTUNE and FORTUNE 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. FORTUNE and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Edward Jones Investments.
- 2021 Corporate Equality Index – Edward Jones joins the ranks of 767 major U.S. businesses that received top marks in the Foundation’s 19th annual scorecard on LGBTQ workplace equality.
- From The Human Rights Campaign. All Rights Reserved
- 2021 Training Top 100 list - Edward Jones ranked No. 19, up six spots from last year in its 21st consecutive year on this prestigious list.
- J.D. Power, 2021 – Edward Jones has ranked "highest in Employee Advisor Satisfaction among Financial Investment Firms" in the J.D. Power 2021 U.S. Financial Advisor Satisfaction Study.
- Edward Jones received the highest score among employee advisors in the J.D. Power 2007,2008, 2010, 2012-2015, 2017-2021 Financial Advisor Satisfaction Studies of employee advisors’ satisfaction among those who are employed by an investment services firm. Visit jdpower.com/awards for more information.
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
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