Advisor, Problem and Change Management

Phillips 66 Company; Bartlesville (OK); On-site; USD 96,000 - 118,000; Full time

Benefits offered by this job

Annual VCIP bonus

8% 401k company match

Health, Dental, Vision benefits with H

Well-being programs and incentives

Job summary

Phillips 66 is seeking an Advisor I, Problem and Change Management to safeguard the stability and recoverability of technology services. You will improve how IT problems are investigated, how production changes are evaluated, and how they are closed, coordinating with incident responders, vendors, and governance partners.

The role focuses on structured problem resolution, change control, and continuous improvement across the enterprise, requiring analytical discipline and clear communication to

Qualifications

• 2+ years of infrastructure support experience.
• 2+ years of experience with ServiceNow or similar IT service management platform.
• 2+ years of ITIL knowledge and understanding of Incident, Problem, Change, Configuration, Knowledge, and SLAM.
• Ability to interpret operational metrics and provide data-driven recommendations.
• Strong written and verbal communication skills for technical and leadership audiences.

Responsibilities

• Partner with incident managers and stakeholders to assess impact and response.
• Manage lifecycle of problem records from identification to closure.
• Identify recurring incidents and systemic weaknesses across IT processes.
• Participate in on-call or major-incident support rotation as required.
• Review and govern production change requests in ServiceNow with risk and timing considerations.
• Facilitate Change Advisory Board reviews and document decisions and follow-up actions.
• Provide guidance on change planning and operational readiness.
• Maintain process docs, dashboards, and knowledge articles for audits.

Skills

Infrastructure support

ServiceNow

ITIL knowledge

Data-driven recommendations

Effective communication

Education

Bachelor's degree in IT / CS / IS

Tools

ServiceNow

Job description

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At Phillips 66, we care about the whole person. That means providing access to quality programs, resources and care that support you and your family. We believe well-being — physical, emotional, social and financial — plays an important role in helping our people thrive. When our employees are supported at every stage of life, they’re empowered to do their best work and make a meaningful impact, both personally and professionally.

Phillips 66 & YOU - Together we can fuel the future

As an Advisor I, Problem and Change Management, you will help protect the stability, availability, and recoverability of Phillips 66 technology services by improving how IT problems are investigated and how production changes are evaluated, approved, implemented, and closed. This role connects incident response, technical support teams, IT leadership, business stakeholders, vendors, and governance partners to drive structured problem resolution, effective change control, and continuous improvement across the enterprise. The ideal candidate combines analytical discipline with practical operational judgment, clear communication, and the ability to drive work to measurable closure.

What You’ll Do

• Partner with incident managers, the Response Center, application and infrastructure teams, vendors, service owners, and business stakeholders to assess impact and determine the appropriate level of response.
• Coordinate the lifecycle of problem records from identification through investigation, action planning, resolution, and closure.
• Identify recurring incidents, systemic weaknesses, and trends across incidents, problems, changes, configuration items, and services.
• Participate in a scheduled on‑call or major‑incident support rotation, as required by business and team needs.
• Review and administer production change requests in ServiceNow for completeness, risk, impact, timing, testing, implementation, validation, communication, and backout planning.
• Prepare, facilitate, or support Change Advisory Board reviews and document decisions, concerns, conditions, and follow‑up actions.
• Provide guidance and coaching to change requestors and support teams on effective change planning, documentation, and operational readiness.
• Identify change‑related trends, including failed, emergency, repeat, late‑approved, or poorly documented changes and changes associated with incidents.
• Maintain process documentation, job aids, templates, dashboards, knowledge articles, and traceable records for audits, control reviews, and evidence requests.
• Contribute to training and onboarding for IT teams on Problem Management, Change Management, ServiceNow practices, and operational expectations.

What You’ll Bring – Required

• 2 or more years of experience with infrastructure support
• 2 or more years of experience using ServiceNow or a comparable IT service management platform.
• 2 or more years of experience in knowledge of ITIL principles and the relationship among Incident, Problem, Change, Configuration, Knowledge, and Service Level Management.
• Beginner proficiency in ability to interpret operational metrics, identify root causes and performance gaps, and deliver data‑driven recommendations that support measurable improvements in productivity, cycle time, and service quality.
• Intermediate proficiency in written and verbal communication skills, including the ability to communicate with technical teams, business stakeholders, and leadership.

What Makes You Stand Out – Preferred

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business, Engineering, or a related field.
• Three or more years of experience in IT service management, IT operations, problem management, change management, incident management, service delivery, or a related discipline.
• ITIL Foundation or higher certification.
• Experience with ServiceNow Problem Management, Change Management, Major Incident Management, CMDB, reporting, or dashboards.
• Experience with Change Advisory Board governance, change‑risk assessment, change‑freeze coordination, or production change controls.
• Experience creating cause maps, timelines, after‑action reviews, incident reports, or executive communications.
• Experience working with managed service providers and vendor‑supported applications or infrastructure.

Compensation Range

This position has a base salary range of $96,300 – $117,700.

At Phillips 66, we are committed to pay transparency and competitive, equitable compensation. Each role is assigned a salary grade with a defined pay range, benchmarked against industry peers. Where a candidate offer falls within the posted range depends on the candidate's experience, skills, and alignment with the role’s requirements. Offers are made to ensure internal equity and market competitiveness. Our compensation programs are designed to reward performance and support career growth.

Total Rewards

At Phillips 66, providing access to high quality programs and care for you and your family is important to us. Maintaining a culture of well‑being — physical, emotional, social, and financial — is essential for a high‑performing organization. When we are at our best, we are poised to deliver exceptional results — personally and professionally. Benefits for certain eligible, full‑time employees include:

• Annual Variable Cash Incentive Program (VCIP) bonus
• 8% 401k company match
• Medical, Dental, and Vision benefits with an annual company contribution to a Health Savings Account for employees on HDHP
• Total well‑being programs and incentives, including Employee Assistance Plan, well‑being reimbursement, and backup family care services

Phillips 66 has more than 140 years of experience in providing the energy that enables people to dream bigger and go farther, faster. We are committed to improving lives, and that is our promise to our employees and our communities. We are sustained by the backgrounds and experiences of our diverse teams, which reflect who we are, the environment we create and how we work together. We have been recognized by the Human Rights Campaign, U.S. Department of Labor and the Military Times for our continued commitment to inclusive practices and policies in the hiring and retention of those in the LGBTQ+ community and military veterans. Our company is built on values of safety, honor and commitment. We call our cultural mindset Our Energy in Action, which we define through four simple, intuitive behaviors: We work for the greater good, cultivate an environment of trust, seek different perspectives and pursueexcellence.

Learn more about Phillips 66 and how we are working to meet the world’s energy needs today and tomorrow, by visiting phillips66.com.

Phillips 66 is an Equal Opportunity Employer

Candidates for regular U.S. positions must be a U.S. citizen or national, or an alien admitted as permanent resident, refugee, asylee or temporary resident under 8 U.S.C. 1160(a) or 1255(a)(1). Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.