Consultant - Capital Markets IT Problem Management

Location: New York City (Hybrid) | Practice Area: Capital Markets | Type: Permanent

Drive transformation across financial services through strategy, innovation, and delivery excellence.

The Role
As a Consultant within Capco’s Capital Markets practice, you will work with leading financial institutions to address complex business challenges across strategy, operations, and technology. You’ll collaborate with experienced professionals in a fast-paced, client-facing environment, contributing to impactful initiatives from concept through execution.

What You’ll Do

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  Problem Management

  • Problem Logging and Tracking: Ensure all problems are logged in ServiceNow and track the problem lifecycle from identification to resolution and closure.
  • Root Cause Analysis (RCA): Ensure root cause analysis is conducted on major and recurring incidents.
  • Known Error Management: Document known errors and workarounds in a centralized repository (i.e., ServiceNow).

  Incident Management

  • Major Incident Postmortems: Manage the process to obtain major incident summaries, generate the Postmortem, and facilitate the Technology-wide Weekly Review Meetings to identify long-term remediation actions (“Problem Records”).
  • Data Analysis: Analyze incident data to identify patterns and recurring issues and recommend preventive measures.

  Change Management

  • Change Control Daily Review: Continuously review and approve all operational changes, break fixes, and emergency changes submitted in ServiceNow.
  • Change Authority Board (CAB) Meeting: Support the Change Manager to facilitate twice weekly CAB Meetings to review and approve all normal changes.

  Training

  • Create, manage, and publish training materials and guides.
  • Facilitate training sessions when updates have been made to the process to support the Problem Management team, Incident Manager and Change Manager.
  • Ensure cross-functional understanding of Problem Management, Incident Management, and Change Management.
  • Support the Change Manager by facilitating bi-weekly New Hire Change Management Orientation sessions.

  Governance

  • Manage and update documentation on Problem Management, Incident Management, and Change Management policies and procedures to ensure compliance.
  • Ensure all problem, incident, and change records adhere to the standards outlined in the policies and ensure all practices in the procedures are upheld firmwide.

  Reporting

  • Generate and share weekly/quarterly reports on problem task status updates to Technology Leadership and maintain transparency with Leadership.
  • Support the Change Manager by generating current planned change implementation reporting throughout the week (Tuesday, Wednesday, and Friday) across the Technology firm.
  • Provide ad hoc weekly/monthly reports to leadership.

  Process Optimization

  • Identify gaps in current processes and recommend improvements across Problem, Incident, and Change Management.
  • Identify opportunities for enhanced cross-collaboration across teams and maintain integrated service management practices.
  • Align with ITIL CSI (Continual Service Improvement) principles.

  ServiceNow Enhancements

  • Continuously recommend workflow improvements and automation opportunities in ServiceNow.
  • Manage dashboards and reporting in the tool while enhancing reporting for technology-wide transparency.