Corporate Governance & Control

Jersey CIty, New Jersey 07302

Post Date: 07/26/2016 Job ID: 840

Governance and Control Specialist

As a Problem Manager your job will be as follows but not limited to as described below;
  • Single point of contact for one or more problems.
  • Responsible for Ownership and Coordination of actions of those problems.
  • To analyze root cause, identify Known Error and coordinating actions to fix the error.
  • To review the Problem Trends and Planning and Driving Improvement Plan.
  • To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.             

SPECIFIC Responsibilities 
  • Identifies trends and potential Problem sources (by reviewing Incidents and Problem analysis)
  • Prevents the replication of Problems across multiple systems.
  • Reviews the efficiency and effectiveness of the Problem control process.
  • Monitors the effectiveness of error control and makes recommendations for improvements.
  • Maintains inventory of problems under analysis and their current progress and status.
  • Follows up issues and progress with problem owners where necessary.
  • Updating Known Error Database (KEDB).
  • Produces Problem Management reports and management information.
  • Coordinates meetings to resolve problems.
  • Prevents  re-occurrence of issues by identifying root cause and implementing fix.
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
  • Drive all problems towards root cause identification and permanent fix.
  • Need to have an innovative approach as problems are unique and need to use different RCA techniques.
  • Good Interpersonal skills and  organizational skills required.
  • Reviews Incident data to analyze assigned problems.
  • Investigates assigned problems through to resolution or error identification.
  •   Raise RFCs to clear errors.
  •   Monitors progress on the resolution of Known Errors and advises Incident Management staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors.
  • Assists with the handling of major Incidents and identifying the root causes




  • Ideally 5 years of relevant work experience.
  • Bachelor degree; professional certifications a plus.
  • Excellent planning, leadership, problem solving, analytical, communication, operational and customer service skills.
  • In-depth knowledge of, and working experience on a Service Desk, workflows, and customer services within the financial markets is mandatory.
  • Comfortable representing a high pressure and dynamic customer site.
  • Knowledge of turret/trading systems.
  • Knowledge of  Recording and Compliance (R&C)
  • Knowledge of trading products and services a plus.
  • ITIL foundation certified – Essential
  • ITIL Intermediate Certified – Desirable
  • Intermediate Excel understanding
  • Must be comfortable working with global teams across multiple regions.
  • Experience in Service Management and the development of Service Level Agreements (ideally ITIL v3 qualified).
  • Experience of PRINCE project management methodology.
  • Strong verbal and written communications skills at all organizational levels.
  • Strong influencing and relationship building skills with stakeholders across IT, the business and external suppliers.
  • Experience of working to challenging timescales.
  • Broad knowledge of how IT services support the business through experience of working in retail, IT or similar environment.

Preferred Requirements
  • Analytical skills
  • Good Network, Recording and Compliance and Turret/Trading systems exposure.
  • Good ITIL understanding
  • Good International Customer handling skills
  • Good Interpersonal skills
  • Good organizational skills 






Michelle Abel

Michelle Abel, CPC, is the founder of Corporate & Technical Recruiters, Inc. She began her career after completing her undergraduate studies in Psychology at Emory University. Before founding CTR, she was a partner and CFO in a national recruiting firm. Michelle went on to establish her own firm as CEO of Corporate & Technical Recruiters. CTR's clients have a global presence and offer positions in marketing, sales, management, technology, engineering and accounting. With over 20 years of experience in the personnel field, Michelle's dedication to service makes her a leader in the industry.

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