Job Description

The CIO organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, LABs, Platforms Engineering, and Architecture. The services from CIO are delivered through a shared capability model and implemented by a strong, talented, diverse set of global resources. Through the use of modern technology, platforms and services, and closer alignment to business stakeholders, we maintain a focus on customers, while making it easier for our internal consumers to use our services.The Problem Manager is responsible for ensuring that Thomson Reuters upholds and improves service performance (availability, reliability and serviceability) by minimizing and preventing service impacting disruptions (both internal and external). The position will be accountable for identifying and tracking the underlying causes, aggravating factors and preventative measures of incidents. They will influence, initiate and drive service improvements by performing trend analysis and hold the Enterprise Problem Management stakeholders accountable on their actionable deliverables.About the role:
In this opportunity as Problem Manager, you will:

• Focus on overall improvement of service performance and prevention of service disruptions
• Act as a lead, subject matter expert and point of escalation for Problem Management
• Act as a lead for the analysis of complex major problem cases
• Act as a coach and mentor on problem management processes, best practices, standards and policies
• Manage and define the execution of problem management processes and activities (both reactive & proactive) for improved service performance and compliance
• Conduct and participate in post incident reviews and service reviews
• Work with stakeholders including service providers on root cause analysis, impact assessment and continual service improvement
• Lead and coordinate major problem accountability discussions
• Initiate and lead Service Improvement Plans through trend analysis and identification of potential problem sources
• Influence and hold stakeholders accountable that cross multiple functionalities
• Collaborate with stakeholders to research, evaluate, and document policies, standards and best practices
• Provide status updates and reports to management and key stakeholders
• Review, influence and implement process and tool improvements
• Ensure all problem management data meets quality standards
• Ensure problem management SLAs, OKRs and KPIs are met
• Stay abreast of recent developments in related technical and process community, including new technology and business news that may impact or improve service excellence

About you
Youre fit for the role of Problem Manager if you have:

• Have a college Degree or 10 + Years of experience in ITIL Processes and Operations
• Proven capability and experience in problem management preferably at an enterprise level
• Proven capability and experience in developing collaborative relationships with key stakeholders
• Proven capability and experience in communicating difficult and complex concepts effectively by altering communication style to the audience
• Proven capability and experience in gathering, analyzing and presenting complex or sensitive information for discussion with more senior levels of management
• Proven capability and experience in influencing others to adopt a point of view for ideas and initiatives
• Proven capability and experience working within IT operations or support organizations with complex technological landscapes which include internal and external service providers
• Strong organizational and conflict management skills
• Strong IT Service Management, standards and best practice experience
• Strong analytical thinking and problem solving skills
• Technical knowledge e.g. cloud, networking, database (preferred)
• SIAM / ITIL Certification (preferred)

Hybrid Work Model: We\'ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf\xc3\xa9 networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that weve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.#LI-SS5What's in it For You?You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connectedWellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf\xc3\xa9 networking.Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.Purpose Driven Work: We have a superpower that weve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, weve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the worlds most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.AccessibilityAs a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.Protect yourself from fraudulent job postings to know more.More information about Thomson Reuters can be found on .

Thomson Reuters