Problem Manager

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one.

Are you ready to make your mark? Then you sound like a Worldpayer.

*Please note that we are unable to provide sponsorship for this position*

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

Worldpay perks - what we'll bring for you

We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

• A competitive salary and benefits.

• Time to support charities and give back to your community.

• Parental leave policy.

• Global recognition platform.

• Virgin Pulse access.

• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.

• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.

• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can't wait to hear from you.

To find out more about working with us, find us on LinkedIn.

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Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.