Problem Manager

Are you ready to unleash your full potential?  We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.

About the team

Our Problem Management team ensures the smooth functioning of Worldpay’s complex IT systems by focusing on the root cause analysis of recurring issues. Our team is tasked with preventing future incidents and contributing to the overall stability of IT services. We are building a new framework that prioritizes proactive problem management, and this role is vital in ensuring its success.

What you will be doing

As a Problem Analyst at Worldpay, you will be responsible for identifying, analyzing, and resolving recurring issues within our IT infrastructure. You will leverage your expertise in ServiceNow to drive problem management processes, conducting root cause analysis (RCA) and collaborating with cross-functional teams to implement long-term solutions that prevent future incidents. You will play a key role in maintaining and managing the Known Error Database (KEDB), ensuring accurate documentation of workarounds and corrective actions. Additionally, you will work closely with our incident management team to transition recurring incidents into manageable problems, providing critical insights and recommendations for improvement.

This role requires a proactive approach to analyzing incident trends, ensuring alignment with ITIL best practices, and continuously refining problem management processes to enhance overall system stability. As a Problem Analyst, you will be responsible for communicating findings and updates to stakeholders, helping to drive operational excellence in a fast-paced, dynamic IT environment. Your work will directly impact system performance and service delivery, ensuring Worldpay can meet its business goals without disruption.

Key responsibilities Include:

• Lead efforts to investigate and analyze recurring IT problems using ServiceNow Problem Management modules.
• Collaborate with cross-functional teams (e.g., infrastructure, applications, and development) to diagnose and resolve systemic issues.
• Develop and implement problem management processes, ensuring alignment with ITIL standards.
• Conduct root cause analysis (RCA) and recommend permanent solutions for identified problems.
• Ensure accurate and timely documentation of problem management activities within ServiceNow, including the management of Known Errors and Workarounds.
• Proactively analyze incident trends and recurring problems to provide recommendations for process improvements and reduce downtime.
• Facilitate Problem Review Meetings with stakeholders and communicate problem status to senior management.
• Stay current on the latest ServiceNow functionalities and how they can be leveraged to enhance problem management processes.
• The ideal candidate will have a strong background in problem management, with experience leading a team in a fast-paced and complex environment. Excellent communication and leadership skills are essential, as well as the ability to remain calm and focused under pressure. A deep understanding of IT systems and security is also required.

What you bring:

• Strong working knowledge of ServiceNow Problem Management and ITIL processes.
• Experience in conducting root cause analysis and implementing long-term solutions.
• Excellent written and verbal communication skills for preparing and delivering problem analysis reports.
• Ability to work cross-functionally and communicate effectively with technical and non-technical stakeholders.
• Demonstrated ability to solve complex problems by analyzing trends and patterns in data.
• Meticulous attention to detail in documenting problems and corrective actions.

Added bonus if you have:

• ITIL certification (Intermediate or higher).
• ServiceNow Administrator or other relevant certifications.
• Experience in financial IT or payment processing environments.
• Creative solutions
• Empathetic insights

What we offer you

• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in the payment industry
• Time to support charities and give back in your community

Privacy Statement

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass