Business Analyst - Problem Management

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking). Experience in managing and supporting incidents with multiple support staff engaged.
• Excellent verbal and written communication skills in English with the ability to communicate with associates within all levels of the organization. Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.
• Handle conflict situations and make quick decisions while driving incidents. Confident in dealing with staff at all levels and providing direction and instruction.
• Negotiation skills for de-conflicting issues, priorities with different support groups, and overcoming obstacles. Proactive self-starter who can use and work on initiative and good time management skills. Ability to multitask effectively under pressure.
• Self-driven and capable to operate in a fast-paced environment. Familiar with ITIL Service Management Methodology, Problem Management techniques such as cause-and-effect relationships, Kepner Tregoe method, etc.
• SIAM or ITIL V3/V4 Foundation certification is desired.

Education

• Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree is beneficial,
• 7-10 years of diverse experience in multiple areas of information technology required; experience in the securities or financial services industry is a plus.

Responsibilities

• Lead root cause analysis review meetings to aid in the identification of complex problems to address underlying technical issues.
• Ability to support multiple lines of businesses or applications of medium to highly complex (complexity defined by size, the technology used, and system feeds and interfaces) technologies at a global level with multiple concurrent users, ensuring control, integrity, and accessibility.
• Broker conversations and decisions between the functional SME and technical operations teams, software engineers, and consumers of technology, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing or upcoming solutions and their supportability.
• Documents meetings and ensures Service Now Problem tickets are updated with RCA findings from the review process.
• Ensures action items are assigned to address root causes and contributing factors-- and that action items are tracked to closure.
• Conduct governance reviews with the business sponsors and other stakeholders to develop, enhance, and enforce a plan for continuous service improvement.
• Maintains policy and procedure documentation. Provides requested information to auditors related to the Problem Management process.
• Participate in weekly Problem review meetings, Monthly Executive Problem Review board meetings, and report trends; KPI; and problem and task status to management.
• Understand the operations budget and identify opportunities for short- and long-term efficiencies with cost reductions.

About the team

Our Problem Management team is responsible for managing the overall problem management lifecycle; to prevent problems and resulting incidents from happening or recurring. We coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together. Resolving a problem includes the activities required to diagnose the root cause of incidents and determine the resolution for the problem. Problem resolution and elimination of root cause often call for applying a change to the configuration item in the existing IT environment. Problem management activities include chairing Post Incident Review (PIR) meetings to ensure root cause and contributing factors are identified and action items assigned, documenting findings, and reporting on trends and open items to higher management. A problem manager picks up feeds from numerous sources, such as the service desk, to put in place continual improvements to stop incidents such as regular service outages recurring. The problem manager may also delegate subtasks to other team members as they see fit. This roles requires some off-hour support but provides a flexible working schedule. The role will also be responsible for analysing current Moody’s global IT support organizations and identifying inefficiencies that can be addressed or eliminated. This will include identifying technical solutions to time-consuming support issues and influencing skills to implement their solutions. The success of this role will be measured by establishing effective and efficient processes and governance, business stakeholder satisfaction, and the efficiency the person can bring into long-term operations. By joining our team, you will be part of exciting work in driving root cause analysis, analyzing systemic issues, and implementing long-term solutions to improve service reliability, all while collaborating across departments to enhance operational efficiency and minimize business impacts.

#LI-Hybrid

Annual base salary gross: 42,100 EUR to 67,500 EUR. Applicable to Lithuania candidates: The base salary range represents the low and high end of the Moody’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies. The salary is one component of Moody’s total compensation package for employees. Other rewards and benefits include the following: Medical, Personal Accident, Life Insurance and Time Off.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.