Primary Purpose: Responsible for the development and implementation of an effective Problem Management Program to ensure that identified Operations Division systems and services meet established end-user requirements. Essential Duties and Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. Develops, implements and monitors problem management processes in 35% support of the Operations Division and it's services to minimize business risk and client exposure. Promotes proactive problem management practices by implementing problem management policies and standards. 2. Consults with BB&T management and staff personnel in determining 30% their problem management requirements. Maintains active participation in project management of projects that require involvement by impact to the Problem Management Group. 3. Provides direction to the Problem Resolution Management staff. Makes 10% recommendations for assigned personnel regarding employment, career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines. 4. Plans and develops departmental budgets in accordance with established 10% guidelines; administers compliance to meet budgetary goals and negotiates changes as required. 5. Develops and distributes the appropriate documentation, training and 15% communication for problem management processes and procedures to managers and client users. 6. Other duties as assigned. Required Skills and Competencies: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Bachelor's degree in business or computer sciences preferred; five to eight years related experience; or equivalent education and related training/experience. 2. Strong project management skills and project leadership experience. 3. Working knowledge of information technology systems including mainframe computing environments, voice and data networks, and distributed (client/server) systems. 4. Experience in analyzing and implementing solutions for information technology problem management processes. 5. Demonstrated abilities for the production of quality/effective process documentation and training materials. 6. Exceptional communication and interpersonal skills including the ability to successfully interact with and influence all levels of management and staff.