The Problem Manager is an individual contributor position that leads the problem management process within the Retail Domain. Serve as the capability owner of IT Problem Management he/she will be responsible for managing and maturing the problem process areas within ServiceNow. Collaborate with cross functional teams, internal and external partners to perform root cause analysis (RCA) of major incidents which impact business operations. Through root cause analysis and by understanding the business needs, help to identify current state errors and work to implement corrective actions that move us to a desired state that support operational excellence. Write and communicate executive RCA summaries. Lead tiger teams focused on continuous improvement opportunities raised through trend analysis and business partner escalations within the WFM IT Support and Field Vendor Management spaces. Serve as a backup Major Incident Manager within the on-call rotation (once every four weeks). The ideal candidate will have strong written and verbal skills as the role will require a great deal of meeting facilitation with technical experts and crafting/publishing root cause analysis reports for leadership review. The candidate will also be naturally curious, interested in understanding how applications and systems work as a growing understanding of high level application/system functionality and dependencies will help drive success.

Responsibilities:

• Facilitate root cause investigations with cross-functional teams
• Crafting corrective action tasks (PTASKs) based on investigation findings
• Crafting and publishing root cause analysis report for select major incidents and issues identified via trend analysis
• Lead cross-functional investigations against business impacting issues or stakeholder escalations/pain points to drive improved end user experiences
• Own governance for corrective action tasks, including, but not limited to complex task lifecycle management, facilitating task review meetings, operational reporting, owning data capture standards for tasks, leadership overview reporting, etc.
• Leading the Major Incident Process when the Major Incident Manager is on PTO, out sick, or in need of back up due to simultaneous outages.
• Serving on call for Major Incident coverage 1 out of every 4 weeks

Desired Work Experiences

• Must have problem management experience
• Experience performing root cause analysis
• Familiar with ITIL and IT service management principles
• Strong communication and collaboration skills
• Knowledge of common problem management tools, such as 5 Whys and Fishbone Diagrams
• Familiar with the problem management module of Remedy or ServiceNow a plus
• Skilled with collaboration tools such as Outlook, Slack, Skype for Business, OneNote, etc.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.