US-IA-Des Moines
US
Req No. 2021-7974
Category Professional
Type Full-Time
The Opportunity
We are seeking a talented Problem Manager who will work with all technical teams to identify root causes of issues as well as to resolve reoccurring incidents.
CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.
With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.
CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.
The Perks
US
Req No. 2021-7974
Category Professional
Type Full-Time
The Opportunity
We are seeking a talented Problem Manager who will work with all technical teams to identify root causes of issues as well as to resolve reoccurring incidents.
- This position is flexibly-remote. That means that this position is currently remote due to COVID. Once we make the transition back into the office, there may be flexibility for a hybrid schedule of both remote and in-office work.
- Write all Root Cause Analysis documents with input from Incident Analysts, Incident Managers, Infrastructure, Data, and Application Development teams.
- Distribute all RCA documents for internal distribution.
- Work with all technology teams to track and resolve reoccurring incidents to improve the reliability of CO-OP's systems.
- Provide strategic leadership in the Technology Delivery organization and across the CO-OP organizational structure on any system reliability issues.
- Coordinate and lead meetings as part of CO-OP's problem management procedures with all technology teams.
- Regular and reliable attendance.
- Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
- Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering or 5 or more year's equivalent experience.
- ITIL Certification.
- Seven years of experience in IT Service Delivery, Network Operations, Database Management and/or Server Administration.
- Adept at working within an organization based on the principles of ITIL, Agile Software Development, Agile Product Development, and Agile Operations.
- Incident Management.
- Problem Management.
- ServiceNow.
- CO-OP's Product and Services, including vendor supplied services from Fiserv, FIS, Ondot, and other partners.
- Knowledge of PCI/DSS, SOC audits, and other industry audits.
- Must have strong verbal and written communication skills, as well as excellent planning and organizational skills.
- Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation.
- Strong leadership skills.
- Excellent analytical and technical skills.
- Strong written and verbal communication skills.
- Strong planning and organizational skills.
- Ability to understand the long-term ("big picture") and short-term perspectives of situations.
- Ability to apply multiple technical solutions to business problems.
- Ability to quickly comprehend the functions and capabilities of new technologies.
- Understanding of the political climate of the enterprise, and how to respond to political challenges.
- Utilizes extensive experience and judgment to plan and accomplish Enterprise objectives.
- Ability to provide strategic leadership in Technology Delivery in multiple office and data center locations.
- Ability to work with individuals of all levels with varying technical skills.
- Ability to work under pressure with minimal supervision, managing multiple projects simultaneously.
- Master's degree in Information Technology, Computer Science, Computer Engineering or Business Administration preferred.
- Experience in the Financial Services Industry including card processing, credit unions or ACH processing preferred.
- Microsoft Azure, DevOps, Administrator or Solutions Architect certification preferred.
CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.
With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.
CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.
The Perks
- Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
- Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.
- Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
- 401K with generous company match.
- Tuition reimbursement.