Problem & Change Governance Lead

Summary/Function:

The Problem & Change Governance Lead oversees the Problem Management and Change Enablement practices within IT Application Support. The role coordinates the change schedule and CAB, guides root-cause and corrective-action work, develops change models, produces performance metrics, and brings the right business and technical stakeholders into decisions. The lead also embeds Knowledge-Centered Service (KCS) so teams capture, reuse, and improve knowledge as part of their daily work. This role provides governance, coordination, and follow-through; technical and business teams remain responsible for the investigations, approvals, testing, implementation, and service outcomes assigned to them.

Key Responsibilities

Problem Management & Knowledge

• Own and improve the Problem Management process, standards, records, and prioritized backlog.
• Use incident, monitoring, vendor, service, and knowledge-use data to identify repeat issues and problem candidates.
• Identify the right business and technical stakeholders, coordinate root-cause reviews, and ensure each problem has a clear impact, owner, status, workaround, action plan, and target date.
• Track workarounds and permanent fixes, follow up on overdue actions, and raise delays or risk decisions to the right leaders.
• Apply KCS practices so known errors, workarounds, root causes, and lessons learned are captured in useful articles, linked to related records, reused during support, and improved as new information becomes available.

Change Governance & CAB

• Own and improve the Change Enablement process, standards, records, approval paths, and change schedule.
• Identify schedule conflicts, high-risk periods, shared impacts, and the business and technical stakeholders who should review, approve, validate, or receive communications about material changes.
• Review change requests for business impact, risk, testing, dependencies, timing, communications, monitoring, support knowledge, business validation, recovery plans, and rollback readiness.
• Coordinate Change Advisory Board meetings, prepare decision information, and document approvals, conditions, owners, and accepted risks.
• Develop and maintain change models using results, risk, frequency, repeatability, and knowledge data; present new or revised models to the CAB before they are approved as standard changes.
• Ensure failed, backed-out, emergency, or disruptive changes receive the appropriate incident, problem, post-change, and KCS follow-up.

Practice Governance & Collaboration

• Define clear roles, decision rights, workflows, templates, risk criteria, knowledge expectations, and record requirements for both practices.
• Keep problem, change, CAB, standard-change, and related knowledge records complete, accurate, linked, and ready for review or audit.
• Produce and explain metrics covering repeat incidents, problem age, corrective actions, change volume, schedule conflicts, change outcomes, standard-change performance, knowledge reuse, and knowledge gaps.
• Use metrics, KCS feedback, and article-use patterns to simplify work, improve change models, close knowledge gaps, and recommend process or automation priorities.
• Keep affected teams informed about major changes, known issues, risks, decisions, and progress, and work across technology, business, project, and vendor teams to support sound decisions and follow-through.
• Coach teams on Problem Management, Change Enablement, and KCS through practical guidance, job aids, feedback, and article reviews.
• Ensure both practices follow company policies, security standards, regulatory requirements, client-confidentiality rules, and knowledge-quality standards; prepare reports and evidence for leadership, risk, exam, and audit reviews.
• Perform other duties as assigned.

Qualifications:

• Commitment to maintain client confidentiality and data security
• Communicate in a clear and service-oriented manner; use appropriate, professional language and grammar to effectively exchange ideas and information
• Ability to proactively work with both external and internal clients; relate with others in a professional manner to accomplish work responsibilities and objectives
• Ability to maintain regular, predictable attendance

Required

• A four-year degree in information technology, business, or a related field, or equivalent work experience.
• Experience in IT service management, application support, service operations, or a similar technology environment, including hands-on work with problem management, change enablement, root-cause analysis, change scheduling, CAB coordination, risk review, production support, or knowledge management.
• ITIL 4 Foundation certification or higher.
• Successful completion of the Securities Industry Essentials (SIE) exam and Series 99 within 120 days of the start date.
• Experience using service-management tools to document workflows, maintain governance records, produce service metrics, and create or improve support knowledge.
• Working knowledge of KCS principles, including searching before creating, reusing knowledge, improving articles during use, and capturing knowledge in the flow of work.
• Strong analytical, organizational, facilitation, coaching, communication, and decision-making skills, including the ability to explain technical issues, business impact, and risk to varied audiences.
• Ability to identify the right stakeholders, bring teams together, maintain accountability without direct authority, work independently, and manage competing priorities.
• Ability to travel as needed and support important changes or incidents outside market hours.
• Commitment to company policies, regulatory requirements, security standards, and client confidentiality.

Preferred

• Advanced ITIL or similar service-management certification.
• KCS Coach certification or equivalent experience coaching KCS, facilitating knowledge work, and improving knowledge quality.
• Experience as a problem or change practice owner, governance lead, process owner, or CAB facilitator, including developing change models and using performance and knowledge data to recommend standard changes.
• Experience in regulated financial services.
• Experience with Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, or release tools.
• Working knowledge of Agile, DevOps, CI/CD, and service-readiness practices.

What do we offer:

Competitive salary plus excellent benefits and perks including, but not limited to:

• Medical, Dental and Vision
• Company 401(k)and ESOP contribution
• Generous sick, vacation, and maternity/parental leave
• Paid holidays
• Professional Development Opportunities
• Tuition Reimbursement ($15,000 lifetime cap)
• Discounted personal insurance including home, auto and recreational vehicles
• Charitable gift-matching program
• Davidson Day of Giving - Our tradition of positively impacting communities in which we live and work.

The potential base pay hiring range for this role is $74,000 - $90,000 annually. The compensation offered will be determined on a case-by-case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate.