Princ'l Proc Improv A'lyst

  • Competitive
  • Jersey City, NJ, USA
  • Permanent, Full time
  • BNY Mellon
  • 16 Oct 18

Princ'l Proc Improv A'lyst

Our Team: BNY Mellon Technology Enterprise Production Services is dedicated to ensuring that our technology environments are best-in-class. We run the systems that keep BNY Mellon running. We deliver a full IT service management lifecycle across all run-the-bank applications and infrastructure support with the purpose of providing a controlled, secure, and predictable production environment. Our team members use their technical skills and business knowledge to bring forth solutions that will take our company into the future.

If you are a collaborative continual learner with a global mindset and a desire to contribute to our company's top priorities, this is the place for you.

What's The Role?
Enterprise Service Management is actively seeking a Problem Manager. Enterprise Service Management is responsible for proactive governance, control and continuous improvement of the Production Services Operating model, underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability and regulatory compliance. The Problem Manager will be responsible to lead the investigation of problems through root cause analysis or through proactive trend analysis and monitoring, manage the lifecycle of a problem, collaborate with production stakeholders for completion of tasks and for overall governance of the problem management process We'll Trust You To:

  • Ensure that the Problem Management operating model, processes, tools and reporting are aligned to the strategic goals of the firm
  • Provide direction and support across LOBs with root cause analysis (RCA) analysis and workarounds
  • Perform strategy planning, execution and delivery of processes, systems and tools for LOBs to successfully plan and resolve incidents
  • Create short-term and long-term roadmaps in alignment with the stakeholders for key initiatives
  • Define models/workflows with detailed steps on handling problem tickets in an efficient and effective manner
  • Support any regulatory requirements involving Problem Management
  • Ensure that standard problem management process, tools and documentation are defined and made available
  • Ensure that processes, roles, responsibilities, and other supporting documentation are regularly reviewed, updated if necessary, and audited to ensure relevance
  • Collaborate with the Continual Service Improvement Manager to identify, review, and prioritize service improvements in the Continual Service Improvement Register
  • Feed requirements into IT operations tooling with regards to infrastructure metrics, thresholds and app monitoring requirements that can lead to incidents
  • Organize and execute trainings, as needed

Principal Process Improvement Analyst->> Leads and provides innovative direction and guidance for a wide array of activities supporting the improvement of processes and procedures. Provides project/process management consulting, coaching, and training to IT teams and/or Project/Process Office staff across multiple LOBs and/or the enterprise. Assists in setting the direction on approaches/tools to build, streamline, implement, and/or automate key processes. Champions the company's project management methodology, tools and techniques. Leads formal appraisals to assess gaps in the processes used within multiple LOBs, as well as appraisals in accordance with applicable standards (e.g. CBA-IPI or SCE) for LOBs other than his/her own. Counsels one or more LOBs regarding their formal and informal assessments and checkpoints. Develops and manages project plans to support strategic process improvement or IT projects at the LOB or enterprise level. Ensures adherence to quality standards and reviews project deliverables. May manage enterprise-wide IT processes and work flows which maximize efficiency, and comply with regulatory and audit requirements. Manages and develops strategic client partnerships to ensure that service expectations are developed and met. Contributes to the achievement of area objectives.

Advanced degree in a related discipline or equivalent work experience required. Authorized Lead Assessor for CBA-IPI, SCE, SCAMPI, ISO 9000 methodology or Project Management Professional (PMP) Certification required, 10+ years of experience in systems and project management required, experience in the securities or financial services industry is a plus.

§ Knowledge of the ITIL Framework is required; a V3 certification is preferred

§ Production Support, Problem management and Incident management experience preferred

§ Extensive customer service and client interaction skills

§ Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues

§ Ability to work independently and very self-motivated.

§ Strong written and verbal communication skills

§ Experience developing relationships and collaborating with IT, business, and vendor stakeholders

§ Experience supporting regulatory requirements is a plus

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-New Jersey-Jersey City
Internal Jobcode: 45201
Job: Information Technology
Organization: Technology Services Group-HR06725
Requisition Number: 1813686