Senior Problem Manager

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition.  As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

These days, the “next big thing” is often “the next Big Data thing.” Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products.

As the Senior Problem Manager, you will be the subject matter expert for our growing engineering teams.  Our ITIL Problem Management process is world class and has driven higher levels of service delivery across our Experian Consumer Services division for the past 4 years.  The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities.  This role requires advanced tactical planning and coordination along with a strategic outlook, leadership, problem solving, organization, and communication skills to be successful. 

What you’ll be doing:

Senior Problem Manager will be responsible for the following activities:

• Learn and become the subject matter expert for the ECS IT Service Management processes:  Problem Management
• Become fluent in the Problem Management process and supporting documentation and tools
• Be able to effectively identify and manage risk to production environments associated with all Problem Management activities
• Be able to evaluate and make recommendations on improving the Problem Management process
• Mentor and guide engineering teams on Problem Management
• Be able to navigate and manage conflict with people, process, and technology
• Create and enforce policies, standards and supporting documentation
• Apply best practices in Service Management
• Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives
• Serve as a Problem Manager to drive these Problem Management activities:  problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting
• Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner
• Develop strong metrics and KPIs and how to display them and achieve goals
• Ensures documentation is accurate and up-to-date
• Ensures that the Service Levels are respected
• Strong communication skills by providing timely and frequent updates to ECS Service Management Group
• Demonstrates critical thinking capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed
• Be the ITSM/ITIL Champion for Experian Consumer Services

What your background looks like:

• 5+ years of experience as an ITIL Problem Manager in a large matrixed organization 
• Demonstrated success of administering Problem Management and risk mitigation
• Experience with common ITSM tools including: JIRA, Service Now, and Confluence
• Strong understanding of ITIL Problem Management  
• Excellent coordination skills to manage complex IT technical investigations
• Organizational skills to be able to keep up and improve RCAs 
• ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications
• Bachelor’s Degree in Computer Science or related field (or equivalent job experience)
• Excellent written and verbal communication skills and proficient in English

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.