Jr. Problem Manager (Finance)

Do you want to work with the best people, using the best tools, working on the best projects, for the best customers? Do you like solving problems? Do you love the thrill of good investigation? If so, keep reading...

Problem managers identify and manage problems using preventative methods and identifying underlying causes to help prevent future incidents. Using a structured workflow for diagnosing root causes and fixing problems, they help eliminate recurring incidents and minimize the impact to our customers, helping them live their financial best.

Equifax has a hybrid work schedule that allows for 2 days of remote work (Monday and Friday), with 3 required onsite days (Tuesday, Wednesday, Thursday) every week.

This role will work the required onsite days at our Equifax office in Alpharetta, Georgia.

This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support.

This position is not open to third-party vendors or C2C.

What you will do

• Perform an initial analysis of the reported issue to assist with correlation of known incidents.
• Diligence and attention to detail are key skills along with the ability to multitask and prioritize work appropriately.
• Ability to consume and analyze information quickly and decisively to allow for proper escalations and decision making.
• Manage and oversee the research and analysis efforts post incidents that impact Equifax systems and services.
• Manage documenting permanent long term solutions in a timely fashion.
• Collaborate with business partners, global incident managers, and global change managers to ensure consistent and effective problem management.
• Participate in postmortems, problem management and operational issue meetings with a focus on recent major incidents, Root Cause Analysis (RCA), incident trending, and drive to identify root cause including well defined corrective/preventative action plans.
• Act as a point of escalation where resolution ownership is disputed. Ensure customer business interests are maintained above those of any specific service.
• Provide technical and process guidance support for incident response teams in the problem management space.
• Deliver the necessary tools and organizational structure to ensure the highest level of service management process execution and ongoing process excellence.
• Report in key problem metrics to stakeholders on a regular cadence.

What experience you will need

• BS or Associate's Degree/Technical Certification or equivalent job experience required.
• 1+ years experience within a Service Management role for an IT based organization.
• The ability to work independently as well as in a team environment.
• Ability to ensure policies and procedures are understood and executed correctly.
• Experienced with common ITSM Tool Suites and guiding principles.
• Strong research, problem solving, critical thinking, analytic, and time management skills.
• Excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders, and navigate a wide range of internal and external environments.
• You have a real passion for and the ability to learn new technologies.

What could set you apart

• Background in technology or cyber security.
• You possess understanding of the ITIL framework.
• Experience with ServiceNow's Problem module.
• Previously employed in a regulated industry (financial).
• Google Cloud Platform (GCP) Cloud Certified.
• Proficiency in Spanish.

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