Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an IT environment which meets current and anticipated business requirements and objectives. Participates with IT management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal IT management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the IT service delivery process. Associates in this job code do not manage people.
Governs Managed Services Vendor in all areas of Problem Management following the ITIL framework. Collaborates with Vendors to optimize processes and close any gaps. Serves as escalation point for lines of business, internal help desks, and domains for data/voice networking and Security Services problems. Encourages synergies with Vendors and business partners to ensure processes are efficient, manageable, and current. Uphold adherence and compliance to Bank of America standards. This is a leverage position providing global support.
•Facilitate Root Cause Analysis (RCA) reviews
•Manage RCA documentation
•Govern Chronic Process
•Identification and documentation of best practices
•Maintenance and up-keep of Knowledge Base
•Identify Process Improvement
•Interface with Domains
•Interface with Bank Problem Management
•Participate in Post Problem Reviews
•Knowledge of ITIL best practices
•2-3 years problem management experience, including facilitating and coordinating RCA and trend analysis
•2-3 years of IT experience
•Knowledge of Bank of America’s Lines of Business and Policies
•Maximo and ITSM experience a plus
•Mid level experience with Microsoft Office Tools Suite
•Demonstrated problem solving skills
•Strong interpersonal skills, interacting globally on all organizational levels
Bank of America Corporation is a bank holding company. Through its banking subsidiaries (the Banks) and various non-banking subsidiaries...