Strategic Problem & Change Governance Lead

Make Choteau Home; Great Falls (MT); On-site; USD 74,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

401(k) ESOP

Paid holidays

Tuition reimbursement

Professional development

Job summary

D.A. Davidson is seeking a Problem & Change Governance Lead to oversee Problem Management and Change Enablement within IT Application Support.

The role coordinates the change schedule, guides root-cause and corrective action work, and develops change models while embedding Knowledge-Centered Service (KCS) practices. The position requires governance, coordination, and follow-through; teams remain responsible for investigations, approvals, testing, implementation, and outcomes.

Qualifications

• Four-year degree in information technology, business, or a related field, or equivalent work experience.
• ITIL 4 Foundation certification or higher.
• 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.

Responsibilities

• Own and improve the Problem Management process, standards, records, and prioritized backlog.
• Coordinate Change Advisory Board meetings, prepare decision information, and document approvals, conditions, owners, and accepted risks.
• Define clear roles, decision rights, workflows, templates, risk criteria, knowledge expectations, and record requirements for both practices.
• 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.
• Keep affected teams informed about major changes, known issues, risks, decisions, and progress.

Skills

ITIL 4 Foundation

KCS knowledge

CAB coordination

Problem management

Education

Four-year degree in IT or related field

Tools

Jira Service Management

Confluence

Knowledge analytics

Job description

D.A. Davidson is seeking a Problem & Change Governance Lead to oversee Problem Management and Change Enablement within IT Application Support.

The role coordinates the change schedule, guides root-cause and corrective action work, and develops change models while embedding Knowledge-Centered Service (KCS) practices. The position requires governance, coordination, and follow-through; teams remain responsible for investigations, approvals, testing, implementation, and outcomes.