Sr. Staff - Business Analyst, Problem Management

Charles Schwab   •  

Phoenix, AZ

Industry: Financial Services


5 - 7 years

Posted 373 days ago

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established byChuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all.  As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

We are seeking a qualified Sr. Staff , Business Analyst for the Incident and Problem management team.  In this role you will be counted on to provide technical team leadership, process expertise and discipline. 

What you’ll do:

  • Daily review of Incident and Problem Management process reporting
  • Participate in daily team stand-up / scrum to discuss and prioritize work
  • Follow-up with Assignees, Support Group Managers, and VPs on Incidents and Problems
  • Provide awareness training and/or guidance to process consumers as needed
  • Facilitate root cause discovery meetings with product owners
  • Analyze Incident and Problem record data to discern what problems to solve first
  • Develop reporting and dashboards that paint a compelling picture of where to focus technologyinvestments
  • Respond to auditors by providing necessary evidence
  • Provide input to and develop policy/standards, process, and procedures documentation
  • Collaborate / partner across the entire technology organization (STS)
  • Assist in the mentoring and development of all team members
  • Draft exec ready summaries on top issues
  • Create monthly service review slides

What you have:

  • ITIL Foundations certified
  • Recent proficiency utilizing BMC Remedy IT Service Management toolset
  • Recent proficiency as technical Team Lead in Incident and/or Problem Management
  • Recent proficiency helping technical / operational teams identify root cause using various industry standard methodologies
  • Demonstrated ability to facilitate cross-org meetings and communicate effectively with C-level leaders
  • Demonstrated ability to draw conclusions and tell compelling stories utilizing Incident and Problem data
  • Experience managing operational risk through oversight controls, policies/standards, and associated audit response
  • Capable of developing continuous process improvement plans
  • Ability to take initiative and execute with limited Management direction
  • Ability to serve in a backup supervisory capacity as needed

You demonstrate these behaviors:

  • Disciplined: Highly disciplined in how resources are used; designs and champions ideas to drive efficiency
  • Overcomes Barriers: Takes responsibility for addressing obstacles that hinder our people and our business
  • Delivers Results: Delivers positive results regardless of circumstances, utilizing the right mix of analysis, judgment, agility and urgency

 What you’ll get:

  • Comprehensive Compensation and Benefits package
  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life