Sr Manager, Business Systems Analysis Senior

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

While our technology landscape continues to grow in complexity, the availability expectations of our clients and customers continues to increase, and our organization must strengthen its ability to prevent recurring incidents, improve application resiliency, and reduce production impacts. Having spent time increasing the maturity of our incident management, there needs now to be a greater sustained focus, with expertise and governance, to fully realize the value of the Problem Management process. Hiring a seasoned Problem Management professional will enable us to move from a position of reactive recovery to more proactive stability, with greater learning and continuous improvement, ultimately supporting the overall customer experience through greater application uptime.

Key Responsibilities

Problem Management Ownership
Owns and governs the end‑to‑end Problem Management process, including definition and maintenance of policies, standards, workflows, and supporting tools to ensure consistent execution and compliance.

Root Cause Elimination & Risk Reduction
Leads and sponsors high‑impact root cause analyses (RCAs) for major and recurring incidents, ensuring corrective actions address underlying causes and reduce operational and business risk.

Trend Analysis & Service Stability Improvement
Analyzes incident and problem data to identify trends, hotspots, and systemic weaknesses, translating insights into prioritized, actionable improvement plans to improve service stability.

Cross‑Functional Leadership & Executive Communication
Partners across engineering, infrastructure, and operations teams, and communicates risk, progress, and business impact to senior leadership in clear, outcome‑focused terms.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

Education & Professional Experience
            • 10+ years of progressive IT experience, with at least 5+ years focused on IT Service Management, Operations, Reliability, or Problem Management–adjacent roles
            • Demonstrated experience working in large-scale, enterprise IT environments with complex service landscapes and cross‑functional dependencies

IT Service Management & Problem Management Expertise
            • Deep, hands-on expertise in IT Problem Management, including:
                        ○ Root Cause Analysis (RCA)
                        ○ Known Error management
                        ○ Trend, impact, and systemic risk analysis
            • Strong working knowledge of ITIL (v3 or v4) principles and practices, with practical application in real operating environments
            • Proven experience integrating Problem Management with:
                        ○ Incident Management
                        ○ Change Enablement
                        ○ Release & Deployment
                        ○ Knowledge Management

Process Ownership & Governance
            • Experience establishing and governing an end‑to‑end Problem Management framework, including policies, standards, workflows, and tooling
            • Ability to act as a process owner, accountable for effectiveness, consistency, and compliance across multiple teams and platforms

Analytical & Business Impact Skills
            • Strong capability to use incident and problem data to:
                        ○ Identify patterns, hotspots, and systemic weaknesses
                        ○ Translate insights into actionable improvement plans
            • Demonstrated success driving measurable outcomes such as:
                        ○ Reduction in repeat incidents
                        ○ Lower Mean Time to Resolve (MTTR)
                        ○ Improved service availability and reliability

Leadership, Collaboration & Communication
            • Experience leading or sponsoring high‑impact RCAs for major or recurring incidents, ensuring corrective actions result in permanent fixes rather than temporary containment
            • Ability to chair or actively participate in problem review boards and post‑incident reviews
            • Strong executive‑level communication skills, including the ability to clearly articulate:
                        ○ Risk
                        ○ Progress
                        ○ Business and customer impact to senior leadership in outcome‑focused terms

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
(Advanced degree such as a Master’s or MBA is preferred but not required)
• ITIL 3 or 4 Managing Professional or ITIL Expert
• Additional credentials such as Lean, Six Sigma, or COBIT are considered a plus