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IT Problem Manager, Senior

| Austin

About Blackbaud:

 

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 40,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

 

 

About the Role:

Blackbaud is seeking a Problem Manager in our Infrastructure Engineering & Cloud Operations (IECO) organization to drive problem resolution efforts through root cause analysis and problem remediation to improve the availability of critical systems. You will leverage your experience and savvy to lead out teams in driving quality by minimizing the impact of errors in infrastructure on the business, proactively prevent recurrence of incidents caused by problems and managing the lifecycle of all problems, ensuring the most critical are prioritized, improved and refined. You will lead key stakeholders in defining critical success factors, establishing comprehensive performance measures and identifying improvement objectives.  You’ll need to be innovative and adaptable and be able to lean into the details while keeping the big picture in sight.  Whatever the challenge, you’ll always be looking for ways we can do things better.

 

To be successful in this role, you will need to be highly inquisitive and understand how to use analytical tools to extract knowledge from data. This role requires an individual who understands technology and can leverage your experience and logic to focus on the right things. The successful candidate in this role will work closely with technical teams to highlight solutions to technical problems. Having a background leading complex analysis, projects or programs, being comfortable creating new processes, managing their implementation, and getting results is critical to your success.

 

What you'll be doing:

  • Lead the ITIL implementation and execution of Problem Management within our IECO organization
  • Partner with key stakeholders to drive problem identification, brainstorming and root cause analysis – ensuring the most important are prioritized, improved and refined
  • Deliver actionable problem improvement plans and own them to completion while being accountable for their SLAs.
  • Analyze the architecture of existing systems and leverage key data and SLA’s to suggest improvements and optimizations to the quality of these systems to prevent problems from occurring.
  • Develop and manage strong partnerships with all teams to guide them in their efforts during the Problem Management phases of the service management lifecycle
  • Identify opportunities for automation and work with multiple cross functional teams to make those areas of opportunity a reality.
  • Develop process plans and engagement strategies for implementing key improvements.
  • Deliver continual results via progressive process improvements that reduce gaps in performance goals.
  • Deploy and manage Known Error Database (KEB) to support improved incident management
  • Inform daily operations by monitoring and analyzing incident data, including running Post Incident Reviews, collecting accurate incident data, assigning actions and managing action follow up
  • Consistently pursue and promote continued process innovation to realize the cultural shift required to enable our organization to achieve, sustain and advance process effectiveness and efficiencies 
  • Train and mentor new staff on problem management processes

 

What we'll want you to have:

  • Bachelor’s degree or equivalent related work experience.
  • Minimum five years of experience in a process improvement or problem management role.
  • Practical experience with ITIL required, understanding of Lean and Six Sigma principles required
  • Have a strong understanding of incident, change and problem management processes and requirements.
  • Excellent oral and written communication skills and the ability to translate between technical and business teams to drive continuous improvement
  • Available on a 24x7x365 basis when needed to provide tactical leadership for production impacting incidents or key customer events

 

#HelpGoodTakeOver

 

Why you’ll want to come work here: 

  • Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
  • Gift matching, volunteer for vacation program, and endless community involvement opportunities
  • Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
  • Tremendous company culture and office perks as well as a new cutting-edge new headquarters completed in 2018

 

 

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter and Facebook.  

 

 

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

 

 

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • GroovyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ApacheFrameworks
    • KafkaFrameworks
    • Event HubsFrameworks
    • ElasticSearchFrameworks
    • AnsibleFrameworks
    • MyBatis/JPAFrameworks
    • CassandraDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • Aha!Management
    • JIRAManagement
    • Microsoft ProjectManagement
    • SalesforceCRM

Location

Located in the Domain area, just steps from the Metro station and access to all that Austin has to offer!

An Insider's view of Blackbaud

What are some social events your company does?

We try to do at least one event per month that caters to all interest areas, whether that’s our Pinewood Derby, our May the 4th Be With You Movie Marathon or Progressive Potlucks, where employees tour the office to pick up different parts of the meal. We also championed having a float in the Austin Pride Parade this year for the first time ever.

Stefanie Greene

HR Manager

How does the company support your career growth?

We have a very employee-focused environment. Our managers and team leads will often discuss career development strategies with us and offer opportunities to connect with people who can give us firsthand information about a role or experience. To help us be as successful as possible, they suit our strengths and the company's needs.

Kristin Nelson

Team Lead, Sales

How do your team's ideas influence the company's direction?

We have changed our fundamental offering from a software solution to a series of capabilities and analytics that have an immediate and measurable impact on customer outcomes. This allows our sales team to be highly consultative with clients, introduce them to a broader community and have confidence that the outcomes we promise will be delivered.

Brandon Phipps

VP of Sales and Market Development

How has your career grown since starting at the company?

In just over 3 years, I went from an associate account executive to a sales team lead and was then given the opportunity to completely re-imagine the inside sales team here in Austin. We are growing very fast, and one of our team’s fundamental purposes is to support this growth by generating top-notch sales talent that can be promoted.

Stephen Bach

Inside Sales Manager

What are Blackbaud Perks + Benefits

Blackbaud Benefits Overview

At Blackbaud, we know how important it is to have good, affordable health and group benefits
and a retirement program that helps you save for your future. That’s why we offer competitive benefits that
can provide protection, peace of mind, and savings. Whether it’s health care, income protection, retirement savings, or other benefits, we’ve got you covered!

Culture
Volunteer in local community
Helping good take over is fundamental to Blackbaud. It can be as simple and personal as contributing to low waste in the office or leading a food/toy drive or championing a volunteer activity.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
The B-Healthy Incentive rewards our employees for participating in important wellness activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
We recognize the need to balance work and life priorities. Starting off, we offer 4 weeks of paid time off, with up to 6 weeks for tenured employees.
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Blackbaud recognizes that an educated workforce is a strong workforce. We offer ​a $3000 per year tuition reimbursement to assist with the costs incurred from continuing education.
Diversity Program
We are committed to creating a diverse and inclusive workplace (Recognized by Forbes in 2019) through cultural awareness and competency training programs, as well as Affinity group representation.
Lunch and learns

Additional Perks + Benefits

Volunteer for vacation time earning an additional 3 days per year PTO.
Endless volunteer & community involvement opportunities.
Matching gifts for donations.
9 paid holidays
Inclusive work environment as recognized by Anitab.org as Top Company for Women Technologists.

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