Senior Problem Manager

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member in the role of Senior Problem Manager to join our Service Management Office team. This role is located in Lake Mary, FL.

In this role, you’ll make an impact in the following ways:

• Lead all problem management activities ensuring root cause and remediation actions are identified.
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
• Prepare statistics, KPI and trend reports for use in the problem management process.
• Collaborate with subject matter experts to refine operating processes and procedures.
• Coordinate, convene and problem review meetings.
• Create and deliver external content regarding service disruptions.
• Ensure that the problem management information reflects accurate errors and is complete.
• Develop trend analysis and prepare service improvement plans to address identified gaps.

To be successful in this role, we’re seeking the following:

• Bachelor degree or equivalent experience. 8+ years of technical and management experience required. Experience in the securities or financial services industry is a plus. ITIL Certified or minimum 5 years working experience as a Problem Manager. BSc/BA in Computer Science
• Strong analytical skills
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
• Ability to develop collaborative relationships with stakeholders at all levels
• Demonstrate strong interpersonal and communication skills while working with diverse audiences – Tech, Vendor and Business
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Strong communication, presentation, and relationship management skills. Positive team player attitude with excellent verbal and written communication skills
• Preferred Qualifications: Prefer ITIL knowledge or certification
• Prior experience with ServiceNow. Experience in the financial services industry

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

REGULATIONS/REQUIREMENTS. Bachelor's degree in a related discipline or equivalent work experience required8+ years of technical and management experience required; experience in the securities or financial services industry is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

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

Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.