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MAPS Problem Analyst

Dublin, Ireland

Job Description:

Job Title: MAPS Problem Analyst

LOB: GBAM & ERF TI

Corporate Title: Up to Assistant Vice President

Location:  Dublin

Role Description:

We are currently looking to recruit for a MAPS Problem Analyst role within our MAPS service management function which is responsible for ensuring that Change, Release and Problem Management services are being performed in line with the expectations of the enterprise and are driving value through proactive processes to identify gaps or failures and increase stability.

  • Responsible for improving application stability and resiliency across the organization by reducing incident volumes
  • Responsible for owning and leading problems throughout their lifecycle per the Problem Management process
  • Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities
  • Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
  • Responsible for continuous improvement of the overall Problem Management process and communication
  • Responsible for producing, maintaining and distributing problem reports for critical business and IT services

The Team:

MAPS Problem Management were established in 2019 to bring regular routines to the Markets Application Support arena.  The team are global with a presence in 6 Bank of America locations.  The team are responsible for driving stability routines for the applications that support the Global Markets business at Bank of America. 

Core Skills:

  • Thorough understanding of ITIL service processes with an understanding of the various ITSM Stages, including: Incident Management and Problem Management
  • Practical experience in writing plain English technical root cause analysis reports for all levels of management
  • Experience performing Problem Management activities including:
    • Facilitating root cause analysis meetings
    • Escalating concerns with compliance to the Problem Management Process
    • Holding Subject Matter Experts to date commitments for Known Errors and tasks
    • Data analytics to identify common themes
  • Excellent level of communication skillset (Written & Verbal)

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-20037978

Manages People:

Manager:

Talent Acquisition Contact:

Referral Bonus:

Check out the Dublin office

Located at the foot of the Dublin Mountains, we enjoy a relaxed setting within short commute to Dublin city centre, historic landmarks and countryside getaways.

4 colleagues walking and smiling
A modern conference room
A river with bridge

Street Address

Primary Location:
BLOCK D LEOPARDSTOWN RD, Dublin, 18