Hybrid Senior Problem Manager

at S&P Global

• Job title: Senior Problem Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $85,000 - $145,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, Python, ServiceNow, Splunk, Tableau
• Location requirements: Hybrid, New York City, United States

About the role

• Problem Manager leading cross-functional teams to analyze complex incidents and enhance operational resilience at S&P Global. Working collaboratively to drive continual improvement and regulatory compliance.

Responsibilities

• 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

• 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

• 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.