Job Information

TIAA Lead ITSM Analyst - Problem Management in Denver, Colorado

TIAA has an opportunity for a Lead ITSM Analyst-Problem Management. This role will be tasked with a specific set of objectives for a targeted stream of work within the IT Service Management space and will have responsibility for supporting deliverables for the ITIL Problem Management function.

The candidate will be tasked with improving process documentation, enhancing, and standardizing reporting metrics, as well as editing and/or creating training materials for the Problem Management process. The candidate will also be asked to help drive ITSM standardization and enhancements in the enterprise CMDB for the key fields needed to improve process control effectiveness.

There may be an extended opportunity to serve in an operational role to orchestrate postmortem and root cause analysis of incidents. The candidate should be able to coordinate and drive processes across functional teams. This is a hands-on position in a fast-paced, production environment with a strong emphasis on regular production support. The candidate should be familiar with modern technologies such as Cloud – AWS, Azure, Container technologies, VMWare, and Splunk and evolution of the ITSM processes.

Key Responsibilities and Duties

  • Oversight of the Problem Management function for the TIAA ITSM organization and all Affiliates aligned to TIAA policy and standards.

  • Provide guidance and direction to all stakeholders of the Problem Management process.

  • Monitor/Audit Problem Management processes and procedures in support of IT Policy and IT Standards.

  • Develop and implement enhancements for the problem management procedures to align service operations with best practices.

  • Analyze and generate reporting to assess the effectiveness of Problem Management process controls.

  • Analyze and develop reporting on systemic trends and promote proactive problem management practices.

  • Provide support of integration of company affiliates not currently in scope of TIAA ITSM enterprise policies and procedures.

  • Serve in an operational role to orchestrate post-mortem and root cause analysis of high profile or major incidents.

Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 5+ Years Required; 7+ Years Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Career Level




  • Minimum of five (5) more years' experience with Service Now and or related ITSM enterprise tools.

  • Minimum of five (5) years’ experience with ITSM and Problem Management processes.

  • Minimum of five (5) years’ experience as a Subject Matter Expert in the utilization of the primary ITSM tool ServiceNow.

  • Minimum of five (5) years proficiency with reporting analytics tools, such as Tableau, Service Now Performance Analytics.

  • Ability to work weekends (only as required) during ServiceNow upgrades


  • Ability to be composed in a crisis and possess the ability to multi-task

  • Possess analytical and troubleshooting skills at all levels, from application to network to host.

  • Experience working in an Agile environment

  • Experience working in a 24x7 production support operation.

  • Experience with multitenant architecture and multiple operating platforms.

  • Familiarity with process automation and orchestration products.

  • Ability to conduct presentations to all levels of diverse stakeholders

  • Experience working within the financial services industry

  • Experience with automation or monitoring framework experience, deployment, or development

  • Familiarity with Dynatrace, Prometheus, OpenShift, Grafana, Splunk, Introscope, Executive Insight APM solution

  • AWS CloudWatch experience

  • Familiarity with Docker and Kubernetes is a plus.

  • Familiarity with SSO and with Federated Identity Management


Base Pay Range: $99,400/yr. - $165,600/yr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary ( .

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here ( .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755


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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.