Senior Problem Manager

S&P Global

Senior Problem Manager at S&P Global leading Root Cause Analysis sessions and managing ITIL-aligned Problem Management lifecycle. Focused on operational resilience and process optimization in a dynamic team environment.

Posted 5/1/2026full-timeNew York City • New Jersey, New York • 🇺🇸 United StatesSenior💰 $85,000 - $145,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMPythonServiceNowSplunkTableau

About the role

Key responsibilities & impact

Lead cross-functional Root Cause Analysis sessions for complex incidents, identifying systemic issues and control gaps to strengthen operational resilience and reduce recurring problems.
Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance.
Analyze incident, problem, and service performance data to identify trends and recommend preventative actions that measurably reduce repeat incidents and operational risk.
Design and maintain executive dashboards and KPIs for service performance metrics, contributing to reliability indicators and experience measurements that drive business outcomes.
Drive adoption of continual improvement practices across the organization while identifying opportunities for process optimization and AI-enabled ITSM workflow automation.
Support major incident coordination and post-incident reviews, ensuring clear documentation and traceability for audit readiness and regulatory requirements.

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent professional experience in IT service management.
5+ years of hands-on experience in Problem Management, Incident Management, or IT Service Management with demonstrated expertise in ITIL frameworks and best practices.
Strong analytical and problem-solving skills with experience conducting Root Cause Analysis using methodologies such as 5 Whys, Fishbone diagrams, or Fault Tree Analysis.
Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management, along with experience in data analysis tools like Excel, Tableau, or Power BI.
Excellent communication and facilitation skills with ability to lead cross-functional teams through complex problem resolution processes.
Experience working in regulated environments with understanding of compliance requirements and audit readiness practices.
ITIL certification (Foundation or higher) or other relevant IT service management certifications such as HDI or COBIT (Preferred).
Experience with automation tools and scripting languages including but not limited to Python, PowerShell, or similar technologies for process improvement and efficiency gains (Preferred).
Knowledge of monitoring and alerting solutions like Splunk, Dynatrace, or New Relic with ability to correlate data across multiple systems for proactive problem identification (Preferred).
Previous experience in financial services or other highly regulated industries with understanding of change management processes and risk assessment frameworks (Preferred).

Benefits

Comp & perks

Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Problem ManagementIncident ManagementIT Service ManagementRoot Cause Analysis5 WhysFishbone diagramsFault Tree Analysisdata analysisautomationscripting

Soft Skills

analytical skillsproblem-solving skillscommunication skillsfacilitation skillsleadershipcross-functional collaborationprocess optimizationcontinuous improvementdocumentationtraceability

Certifications

ITIL certificationHDI certificationCOBIT certification