Grade Level (for internal use):
10
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.
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
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 the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.
For more information, visit www.spglobal.com/ratings
What’s In It For You?
Our Mission:
Advancing Essential Intelligence.
Our People:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
Global Hiring and Opportunity at S&P Global:
At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.
S&P Global has a Securities Disclosure and Trading Policy (“the Policy”) that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy’s requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.
Recruitment Fraud Alert:
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.
Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only: Know Your Rights: Workplace discrimination is illegal
20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group)