About this opportunity
D.A. Davidson Companies lists this Problem & Change Governance Lead opportunity in omaha, Nebraska. Review the employer’s description below for duties, qualifications and application requirements.
Job description
D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning 90 years. We are dedicated to conducting our business in accordance with the highest standards of integrity and ethics, and delivering outstanding service to our clients and each other. We support a friendly, open and supportive culture, and encourage candid communication and productive engagement that make our companies and each of us better. Just as we work to improve our clients’ financial well-being, we also work to strengthen local communities—and giving back is one of our core values. You can learn more about our company culture and impact in our latest annual report.
Summary/Function:
The Problem & Change Governance Lead oversees the Problem Management and Change Enablement practices within IT Application Support. The role coordinates the change schedule and CAB, guides root-cause and corrective-action work, develops change models, produces performance metrics, and brings the right business and technical stakeholders into decisions. The lead also embeds Knowledge-Centered Service (KCS) so teams capture, reuse, and improve knowledge as part of their daily work. This role provides governance, coordination, and follow-through; technical and business teams remain responsible for the investigations, approvals, testing, implementation, and service outcomes assigned to them.
Key Responsibilities
Problem Management & Knowledge
Own and improve the Problem Management process, standards, records, and prioritized backlog
Use incident, monitoring, vendor, service, and knowledge-use data to identify repeat issues and problem candidates
Identify the right business and technical stakeholders, coordinate root-cause reviews, and ensure each problem has a clear impact, owner, status, workaround, action plan, and target date
Track workarounds and permanent fixes, follow up on overdue actions, and raise delays or risk decisions to the right leaders
Apply KCS practices so known errors, workarounds, root causes, and lessons learned are captured in useful articles, linked to related records, reused during support, and improved as new information becomes available
Change Governance & CAB
Own and improve the Change Enablement process, standards, records, approval paths, and change schedule
Identify schedule conflicts, high-risk periods, shared impacts, and the business and technical stakeholders who should review, approve, validate, or receive communications about material changes
Review change requests for business impact, risk, testing, dependencies, timing, communications, monitoring, support knowledge, business validation, recovery plans, and rollback readiness
Coordinate Change Advisory Board meetings, prepare decision information, and document approvals, conditions, owners, and accepted risks
Develop and maintain change models using results, risk, frequency, repeatability, and knowledge data; present new or revised models to the CAB before they are approved as standard changes
Ensure failed, backed-out, emergency, or disruptive changes receive the appropriate incident, problem, post-change, and KCS follow-up
Practice Governance & Collaboration
Define clear roles, decision rights, workflows, templates, risk criteria, knowledge expectations, and record requirements for both practices
Keep problem, change, CAB, standard-change, and related knowledge records complete, accurate, linked, and ready for review or audit
Produce and explain metrics covering repeat incidents, problem age, corrective actions, change volume, schedule conflicts, change outcomes, standard-change performance, knowledge reuse, and knowledge gaps
Use metrics, KCS feedback, and article-use patterns to simplify work, improve change models, close knowledge gaps, and recommend process or automation priorities
Keep affected teams informed about major changes, known issues, risks, decisions, and progress, and work across technology, business, project, and vendor teams to support sound decisions and follow-through
Coach teams on Problem Management, Change Enablement, and KCS through practical guidance, job aids, feedback, and article reviews
Ensure both practices follow company policies, security standards, regulatory requirements, client-confidentiality rules, and knowledge-quality standards; prepare reports and evidence for leadership, risk, exam, and audit reviews
Perform other duties as assigned
Qualifications:
Commitment to maintain client confidentiality and data security
Communicate in a clear and service-oriented manner; use appropriate, professional language and grammar to effectively exchange ideas and information
Ability to proactively work with both external and internal clients; relate with others in a professional manner to accomplish work responsibilities and objectives
Ability to maintain regular, predictable attendance
Required
A four-year degree in information technology, business, or a related field, or equivalent work experience
Experience in IT service management, application support, service operations, or a similar technology environment, including hands‑on work with problem management, change enablement, root‑cause analysis, change scheduling, CAB coordination, risk review, production support, or knowledge management
ITIL 4 Foundation certification or higher
Successful completion of the Securities Industry Essentials (SIE) exam and Series 99 within 120 days of the start date
Experience using service‑management tools to document workflows, maintain governance records, produce service metrics, and create or improve support knowledge
Working knowledge of KCS principles, including searching before creating, reusing knowledge, improving articles during use, and capturing knowledge in the flow of work
Strong analytical, organizational, facilitation, coaching, communication, and decision‑making skills, including the ability to explain technical issues, business impact, and risk to varied audiences
Ability to identify the right stakeholders, bring teams together, maintain accountability without direct authority, work independently, and manage competing priorities
Ability to travel as needed and support important changes or incidents outside market hours
Commitment to company policies, regulatory requirements, security standards, and client confidentiality
Preferred
Advanced ITIL or similar service‑management certification
KCS Coach certification or equivalent experience coaching KCS, facilitating knowledge work, and improving knowledge quality
Experience as a problem or change practice owner, governance lead, process owner, or CAB facilitator, including developing change models and using performance and knowledge data to recommend standard changes
Experience in regulated financial services
Experience with Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, or release tools
Working knowledge of Agile, DevOps, CI/CD, and service‑readiness practices
What do we offer:
Competitive salary plus excellent benefits and perks including, but not limited to:
Medical, Dental and Vision
Company 401(k)and ESOP contribution
Generous sick, vacation, and maternity/parental leave
Paid holidays
Professional Development Opportunities
Tuition Reimbursement ($15,000 lifetime cap)
Discounted personal insurance including home, auto and recreational vehicles
Charitable gift‑matching program
Davidson Day of Giving – Our tradition of positively impacting communities in which we live and work
The potential base pay hiring range for this role is $74,000 - $90,000 annually. The compensation offered will be determined on a case‑by‑case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate.
At D.A. Davidson, we are committed to fostering a diverse environment that supports the development and inclusivity of all employees.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Worksite address
omaha, NE, 68197, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.