About the Role:

Grade Level (for internal use):

The Team:

Our team is a dynamic, collaborative group that values innovation and continuous improvement. We operate in a fast-paced environment where knowledge sharing and mentorship are prioritized, enabling both individual growth and collective success. The team embraces a global mindset and works cross-functionally to deliver exceptional results.

Responsibilities and Impact:

• Lead cross-functional Root Cause Analysis sessions for complex incidents, identifying systemic issues and control gaps to strengthen operational resilience and reduce recurring problems

• Own and mature the Problem Management lifecycle aligned to ITIL v4 principles, partnering with Risk and Compliance teams to support regulatory expectations including DORA compliance

• Analyze incident, problem, and service performance data to identify trends and recommend preventative actions that measurably reduce repeat incidents and operational risk

• Design and maintain executive dashboards and KPIs for service performance metrics, contributing to reliability indicators and experience measurements that drive business outcomes

• Drive adoption of continual improvement practices across the organization while identifying opportunities for process optimization and AI-enabled ITSM workflow automation

• Support major incident coordination and post-incident reviews, ensuring clear documentation and traceability for audit readiness and regulatory requirements

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $85,000 to $145,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

What We're Looking For:

Basic Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent professional experience in IT service management

• 5+ years of hands-on experience in Problem Management, Incident Management, or IT Service Management with demonstrated expertise in ITIL frameworks and best practices

• Strong analytical and problem-solving skills with experience conducting Root Cause Analysis using methodologies such as 5 Whys, Fishbone diagrams, or Fault Tree Analysis

• Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management, along with experience in data analysis tools like Excel, Tableau, or Power BI

• Excellent communication and facilitation skills with ability to lead cross-functional teams through complex problem resolution processes

• Experience working in regulated environments with understanding of compliance requirements and audit readiness practices

Additional Preferred Qualifications:

• ITIL certification (Foundation or higher) or other relevant IT service management certifications such as HDI or COBIT

• Experience with automation tools and scripting languages including but not limited to Python, PowerShell, or similar technologies for process improvement and efficiency gains

• Knowledge of monitoring and alerting solutions like Splunk, Dynatrace, or New Relic with ability to correlate data across multiple systems for proactive problem identification

• Previous experience in financial services or other highly regulated industries with understanding of change management processes and risk assessment frameworks

About S&P Global Ratings
At S&P Global Ratings, our analyst-driven credit ratings, research, and sustainable finance opinions provide critical insights that are essential to translating complexity into clarity so market participants can uncover opportunities and make decisions with conviction. By bringing transparency to the market through high-quality independent opinions on creditworthiness, we enable growth across a wide variety of organizations, including businesses, governments, and institutions.

S&P Global Ratings is a division of S&P Global (NYSE: SPGI).  S&P Global is t