Enterprise Problem Manager - Toronto, Canada - BMO Financial Group

BMO Financial Group

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

4100 Gordon Baker Road Toronto Ontario,M1W3E8

Job Summary:

The Enterprise Problem Manager will actively support and facilitate the use of Enterprise Problem Management processes, platform and procedures.

The incumbent will liaison with all internal IT teams, vendors, business representatives and Line of Business management, fully manage Problem Record to root cause and permanent removal from environment or a documented workaround.

Responsibilities.

Single point of contact for all Enterpriseassigned Problems;
Manage, lead and coordinate problem investigations with a focus on root cause identification
Prevent the replication of incidents across the enterprise
Develop and drive SWOT opportunities for reoccurring incidents
Works with process participants to manage completion of process activities and/or management of process metrics
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Follows up on compliance issues and performs process spot checks;
Provides expertise on proper use of ITSM tool (Service NOW)
IM/PM; to Enterprise users.
Works with internal and external teams to troubleshoot and resolve data accuracy issues
Ensures reports are reconciled with required Service NOW tool.
Automates reporting from data sources where possible
Defines and reports on key Service Management process metrics with supporting analysis of this data.
Proactively analyzes process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency and adherence
Coordinates with Problem Assignee, Service Delivery Manager and Technical Team Manager to determine Problem impact and content, timelines for identifying root cause, validating Workaround and implementing corrective actions.
Facilitates process forums, regular meetings and manages meeting actions
Manages completion of process activities and/or management of process metrics
Coordinates activities with Managed Services Providers as required
Manages Service Management reporting formats, data sources, and definitions
Reports progress and status of projects with mínimal direct supervision
Engages all relevant stakeholders and secures the requisite reviews and signoffs as necessary

What you bring to BMO FG and to our Enterprise Problem Management team

Qualifications:
-
ITIL Foundation Certification, Preferably V

Reporting and Business Intelligence experience considered a key asset.
Previous experience as an Incident and/or Problem Manager role an asset as well.
Demonstrated experience using
Service NOW platform
23 years professional IT Service Management experience and tooling such as ServiceNow.
Critical thinking and demonstrated root cause investigation methods._ ( 5 Whys, KT, Ishikawa etc)_
Ability to multitask and prioritize to complete tasks on time.
Excellent written and verbal communication
Data driven decision making

Location:
Toronto

We're here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact.

We strive to help you make an impact from day one - for yourself and our customers.

We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.