Consultant - Capital Markets IT Problem Management

Location: New York City (Hybrid) | Practice Area: Capital Markets | Type: Permanent

Drive transformation across financial services through strategy, innovation, and delivery excellence.

The Role
As a Consultant within Capco’s Capital Markets practice, you will work with leading financial institutions to address complex business challenges across strategy, operations, and technology. You’ll collaborate with experienced professionals in a fast-paced, client-facing environment, contributing to impactful initiatives from concept through execution.

What You’ll Do

• Problem Management

  • Problem Logging and Tracking: Ensure all problems are logged in ServiceNow and track the problem lifecycle from identification to resolution and closure.
  • Root Cause Analysis (RCA): Ensure root cause analysis is conducted on major and recurring incidents.
  • Known Error Management: Document known errors and workarounds in a centralized repository (i.e., ServiceNow).

  Incident Management

  • Major Incident Postmortems: Manage the process to obtain major incident summaries, generate the Postmortem, and facilitate the Technology-wide Weekly Review Meetings to identify long-term remediation actions (“Problem Records”).
  • Data Analysis: Analyze incident data to identify patterns and recurring issues and recommend preventive measures.

  Change Management

  • Change Control Daily Review: Continuously review and approve all operational changes, break fixes, and emergency changes submitted in ServiceNow.
  • Change Authority Board (CAB) Meeting: Support the Jefferies Change Manager to facilitate twice weekly CAB Meetings to review and approve all normal changes.

  Training

  • Create, manage, and publish training materials and guides.
  • Facilitate training sessions when updates have been made to the process to support the Problem Management team, Incident Manager and Change Manager.
  • Ensure cross-functional understanding of Problem Management, Incident Management, and Change Management.
  • Support the Jefferies Change Manager by facilitating bi-weekly New Hire Change Management Orientation sessions.

  Governance

  • Manage and update documentation on Problem Management, Incident Management, and Change Management policies and procedures to ensure compliance.
  • Ensure all problem, incident, and change records adhere to the standards outlined in the policies and ensure all practices in the procedures are upheld firmwide.

  Reporting

  • Generate and share weekly/quarterly reports on problem task status updates to Technology Leadership and maintain transparency with Leadership.
  • Support the Change Manager by generating current planned change implementation reporting throughout the week (Tuesday, Wednesday, and Friday) across the Technology firm.
  • Provide ad hoc weekly/monthly reports to leadership.

  Process Optimization

  • Identify gaps in current processes and recommend improvements across Problem, Incident, and Change Management.
  • Identify opportunities for enhanced cross-collaboration across teams and maintain integrated service management practices.
  • Align with ITIL CSI (Continual Service Improvement) principles.

  ServiceNow Enhancements

  • Continuously recommend workflow improvements and automation opportunities in ServiceNow.
  • Manage dashboards and reporting in the tool while enhancing reporting for technology-wide transparency.

What We’re Looking For

• 2+ years of experience in capital markets & financial services

• Experience in consulting or roles such as business analysis, project delivery, or product management

• Understanding of financial products, platforms, operations, or technology ecosystems

• Strong analytical and problem-solving skills with attention to detail

• Excellent communication skills with the ability to engage a range of stakeholders

Bonus Points For

• Experience working with Agile methodologies or tools such as JIRA or Confluence

• Exposure to digital innovation, AI, or emerging technologies in financial services

• Experience supporting market entry strategies or transformation initiatives

• Advanced proficiency in Excel and PowerPoint

• Postgraduate or advanced degree

Why Join Capco

• Deliver high-impact technology solutions for Tier 1 financial institutions

• Work in a collaborative, flat, and entrepreneurial consulting culture

• Access continuous learning, training, and industry certifications

• Be part of a team shaping the future of digital financial services

• Help shape the future of digital transformation across FS & Energy.

We offer a competitive, people-first benefits package designed to support every aspect of your life:

• Comprehensive medical, dental, and vision insurance

• 401(k) plan with company contributions

• Tuition reimbursement and continuous learning opportunities

• Generous paid time off and flexible working arrangements

• Employee wellbeing programs and support resources

Inclusion at Capco
We’re committed to making our recruitment process accessible and straightforward for everyone. If you need any adjustments at any stage, just let us know – we’ll be happy to help. We value each person’s unique perspective and contribution. At Capco, we believe that being yourself is your greatest strength. Our #BeYourselfAtWork culture encourages individuality and collaboration – a mindset that shapes how we work with clients and each other every day.

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