Glacier Bancorp, Inc. Corporate Problem Manager in Missoula, Montana
Glacier Bancorp, Inc. (GBCI) is a regional bank holding company providing commercial banking services in 80 communities through 129 banking offices in Montana, Idaho, Colorado, Utah, Washington and Wyoming. GBCI offers an extensive benefits package that includes, but is not limited to, medical, dental, vision, life insurance; retirement plan including employer match and profit sharing; paid vacation, holiday and sick leave. Salary is negotiable depending upon relevant experience.About The Role The Problem Manager's primary role is to minimize both the number and severity of incidents and potential problems to the business/organization. The Problem Manager's goal is to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. Problems are to be addressed in priority order with higher priority given to the resolution of problems that can cause serious disruption to critical IT services. In addition, the Problem Manager is responsible to ensure that event information is documented in such a way that it is readily available to support all problem management activities. The Problem Manager reactively identifies solving problems when one or more incidents occur and pro-actively identify and solve problems and known errors before incidents occur. The Problem Manager leads the Root Cause Analysis (RCA) investigations to successfully identify the root causes of problems and recommends service improvement plans with possible solutions. The Problem Manager proactively identifies problem trends and known errors and will work with necessary business and technology support teams to identify options for root cause removal and corrective actions required to provide acceptable solutions and/or workarounds. The Problem Manager will also be responsible for increasing the emphasis on Problem & Known Error Control, reporting status to leadership and assisting in driving improved governance and driving irreversible corrective actions while maintaining a Known Error Database. This is a Corporate position located in Missoula, MT. The entry rate for this position is $23.44+ /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.Description * Problem Management: Manages Problems to ensure that these are diagnosed, logged, and escalated to appropriate and consistent quality standards. Coordinates Service Desk, IT staff, and Customers to ensure accurate and appropriate communications of Problems. * Trend Analysis: Produces trends analysis of recurring Problems/Major Incidents/Incidents - extracts trends on Incident types, Customer types, key problem areas, depts., hardware types etc. Holds regular meetings with IT support groups to review recurring Problems and press for final resolutions or escalate. Produces 'Escalation Reports' on recurring issues and issues not being resolved. Attends CAB meetings and attends and supports weekly tech review meeting. Supports the maintenance of, and strategic direction for, the ITSM automation tools that enable Problem Management * Major Incident Management: Coordinates with Service Desk and Incident Manager in the identification of Major Incidents. Manages Major Incidents to ensure that these are diagnosed and escalated to appropriate and consistent quality standards. Coordinates Service Desk, IT support staff, and Customers to ensure accurate and appropriate communications during Major Incidents. * Service Desk Quality Assurance: Conducts quality checks on Incidents and Service Requests to ensure timely resolution according to the SLAs. Reviews skill levels and skill mix of Service Desk staff to assist with team design and training. Identifies reoccurring incidents. Aids in monitoring the following attributes of solution and service delivery: Consistency - Integrity - Usability. Gathers, analyzes, measures, and solicits feedback on customer experiences. * Meeting Management: Hosts and sends out the agenda for the weekly Problem Management meeting. Responsible for starting and hosting War Rooms (multi-department emergency coordination during a high impact Major Incident). * IT Governance: Adheres to information security policies and promotes information security within IT and among the banks. Supports the use of project management by contributing to project teams, completing assigned responsibilities by established milestone dates, and effectively communicating with the project team. Supports and promotes the use of ITIL governance processes, including incident, problem, change, release and configuration management. Ensures that change orders are submitted for all changes made to the production environment, and that tasks are worked in a timely manner. * Customer Interface: Delivers and manages high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization. Provides a practical representation of the Customer view within IT. Actively manages the KEDB and assists with translation of Service Level Agreements into the Problem Management process to ensure the agreed service levels are met. * Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date. About You Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Required/Preferred Education Level Description Required Bachelor's Degree Bachelor's Degree in Computer Science or equivalent experience in IT related field Experience Required/Preferred Experience Level Description Required A minimum of 4 years of experience in the IT Industry, preferably in Problem Management Required Experience with Statistical Analysis and the ability to communicate this information Required HDI Problem Management and Incident Management training/experience Required Experience using tools required to support technology systems, including Windows, servers, client toolsets, network troubleshooting tools, and other infrastructure consoles and tool-sets Required Hardware and Software troubleshooting experience Preferred ITIL accreditation or extensive ITIL experience Preferred Experience logging and tracking customer requests and/or incidents in a CRM/ticketing system or defect tracking application Preferred Active Directory maintenance experience Preferred Thin Client support experience in a Citrix environment Would an equivalent combination of relevant education and work experience be considered?: Yes License/Certification Required/Preferred License/Certification Description Required within 6 months of hire Other Relevant Certification HDI Problem Management certification required within first 6 months of hire Required within 1 year of hire Other Relevant Certification Industry Certification(s) such as CompTIA Network +/Security + required within first 12 months of hire Required Skills and Abilities * A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. * Creative problem solving - following an event through to its logical conclusion and escalating where necessary. * Team Leadership providing direction, instructions and guidance to a group of individuals to achieve department goals. * Strong individual with the ability to communicate and negotiate at all levels * The ability to motivate and influence people across the organization to provide solutions. * Confident communicator with excellent organizational skills in an IT focused environment. * Writing skills - maintaining accurate documentation and technical authorship of complex documents. * Ability to build and run reports and interpret raw data from various sources. * Good overall knowledge of the banking industry's methods and systems and how technology is effectively used in the industry. * Ability to work independently as well as being part of a team. * Ability to interpret, adhere to and administer policies and procedures. * Adaptable enthusiastic quick learner. * ITIL working knowledge. Additional Requirements Travel Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Working Conditions Environment: Indoors, a climate-controlled shared work area. Noise Level: Minimal noise. Lifting: Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. The employee is constantly required to stand and walk. Vision Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials. Physical Activities Frequency Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. Infrequent - rare. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Infrequent - rare. Crawling: Moving about on hands and knees or hands and feet. Infrequent - rare. Crouching: Bending the body downward and forward by bending leg and spine. Infrequent - rare. Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips. Infrequent - rare. Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling. Daily. Grasping: Applying pressure to an object with the fingers and palm. Infrequent - rare. Kneeling: Bending legs at knee to come to a rest on knee or knees. Infrequent - rare. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. Infrequent - rare. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward. Infrequent - rare. Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion. Infrequent - rare. Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers. Daily. Stooping: Bending body downward and forward by bending spine at the waist. Infrequent - rare. What We Offer COMPENSATION & BENEFITS:Salary is dependent upon relevant experience. We offer an extensive benefits package that includes, but is not limited to, flexible health coverage options: medical/dental/vision (partially employer paid with competitive premiums), health rewards program, possible employer contribution to a Health Savings Account, Employee Assistance Program (EAP); life insurance; 401K retirement plan with immediate vesting (up to 3% employer match, 3% automatic employer contribution, and profit sharing); discounted banking products and services; paid vacation/sick days, and paid holidays. COMPANY OVERVIEW:At Glacier Bancorp, our employees are our most valuable asset. We seek qualified individuals who enjoy people, are innovative and eager to learn. We are dedicated to providing opportunities for personal advancement and professional growth by investing in the tools and training needed to build a personalized career path for you. Glacier Bancorp, Inc. is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $12 billion, operating in numerous community bank divisions across 8 states (Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona and Nevada). We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a large banking organization. Over the years, Glacier Bancorp has received numerous awards for stability and soundness, and has repeatedly ranked among the top 10% in the nation for financial strength. We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, age, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws. Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. No Recruiters or unsolicited agency referrals please. #LI-BN1 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.