Charles Schwab Staff Business Process Analyst in Westlake, Texas


Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616

David Slade


We are seeking a qualified Staff, Business Process Analyst for the Incident and Problem Management team. In this role you will be counted to plan, perform, and implement process improvement initiatives. Diagram and evaluate existing processes. Develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities, collect data to identify root cause of problems, measure performance against process requirements.

What you’ll do:

  • Daily review of Incident and Problem Management process reporting

  • Participate in daily team stand-up / scrum to discuss and prioritize work

  • Follow-up with Assignees, Support Group Managers, and VPs on Incidents and Problems

  • Provide awareness training and/or guidance to process consumers as needed

  • Facilitate root cause discovery meetings with product owners

  • Analyze Incident and Problem record data to discern what problems to solve first

  • Develop reporting and dashboards that paint a compelling picture of where to focus technology investments

  • Respond to auditors by providing necessary evidence

  • Provide input to and develop policy/standards, process, and procedures documentation

  • Collaborate / partner across the entire technology organization (STS)

  • Assist in the mentoring and development of all team members

  • Draft exec ready summaries on top issues

  • Provide in-depth analysis for process performance review materials

What you have:

  • ITIL Foundations certified

  • LeanIT Foundations certified

  • Recent proficiency utilizing BMC Remedy IT Service Management toolset

  • Recent proficiency as technical Team Lead in Incident and/or Problem Management

  • Recent proficiency helping technical / operational teams identify root cause using various industry standard methodologies

  • Demonstrated ability to facilitate cross-org meetings and communicate effectively with C-level leaders

  • Demonstrated ability to draw conclusions and tell compelling stories utilizing Incident and Problem data

  • Experience managing operational risk through oversight controls, policies/standards, and associated audit response

  • Capable of developing continuous process improvement plans

  • Ability to take initiative and execute with limited Management direction

Job Specifications

Relocation Offered?: No

Work Schedule: Days

Languages: English - spoken

Current Licenses / Certifications: None

Relevant Work Experience: IT-Other Specialty Engineering-2-5 yrs

Position Located In: TX - Westlake

Education: BA/BS

Job Type: Full Time

Category:Information Technology

Activation Date: Wednesday, May 30, 2018

Expiration Date: Sunday, July 1, 2018

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