Problem & Change Governance Lead

We need to output HTML fragment with sections: About the role? The posting includes summary/function and responsibilities etc. We need to map to headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real content. The posting includes summary/function (maybe About the role). Responsibilities: Key Responsibilities. Qualifications: includes required and preferred. Skills: maybe part of qualifications? But we can separate. Benefits: "What we offer" includes benefits. Pay: includes base pay range. Schedule: not mentioned. So we omit Schedule. We must not repeat job title. No metadata like Job ID. Remove boilerplate: EEO, equal opportunity, accommodation, acknowledgment, California privacy, etc. Also remove "Please contact us to request accommodation." etc. Remove "ACKNOWLEDGMENT" and following. Remove "At D.A. Davidson, we are committed..." etc. Also remove "Please answer all questions carefully..." etc. We need to preserve all substantive information. So we need to include the company description paragraph? That's part of About the role? The summary/function is given. The intro about company could be part of About the role or maybe not needed? The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should have About the role section containing summary/function and maybe company overview? The posting includes a paragraph about D.A. Davidson Companies history, culture etc. That's substantive about the company, could be part of About the role. We'll include it. Responsibilities: list from Key Responsibilities bullet points (though they are paragraphs). We'll convert each sentence or clause into

. Must preserve all substantive info; we can break into list items. Requirements: maybe the "Qualifications: Commitment to maintain client confidentiality..." etc includes some requirements. But we have separate Qualifications section. The posting has "Qualifications:" then list of required and preferred. We'll treat Required as Requirements? Actually they have "Qualifications:" then bullet list of required and preferred. We'll split: Requirements (required) and Preferred maybe under Skills? But we have Skills section separate. Could put required under Requirements, preferred under Skills. However the instruction says we can have Skills section. We'll put required qualifications under Requirements, and preferred qualifications under Skills (or maybe under Qualifications? but we have Qualifications as a heading option). Actually they list headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we have both Requirements and Qualifications separate. Might be redundant but we can use both: Requirements for mandatory items, Qualifications for preferred? Or we could put required under Requirements and preferred under Qualifications. Skills could be separate for specific skill sets like ITIL, KCS, tools. But we have many skill items. Let's decide: - Requirements: the mandatory items listed under "Required". That includes: four-year degree, experience in IT service management..., ITIL 4 Foundation certification or higher, successful completion of SIE and Series 99 within 120 days, experience using service-management tools, working knowledge of KCS principles, strong analytical..., ability to identify stakeholders..., ability to travel..., commitment to company policies... - Qualifications: maybe the "Preferred" items: Advanced ITIL or similar certification, KCS Coach certification, experience as problem/change practice owner, experience in regulated financial services, experience with Jira Service Management etc, working knowledge of Agile, DevOps, CI/CD, service-readiness. - Skills: maybe we could extract specific skills like "service-management tools", "Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, or release tools", "Agile, DevOps, CI/CD, service-readiness practices". But those are already in preferred. Could still have Skills section for technical skills: "service-management tools (e.g., Jira Service Management, Confluence), reporting, workflow automation, knowledge analytics, release tools; Agile, DevOps, CI/CD; KCS principles; ITIL". However to avoid duplication, we could put skills under Qualifications and not have separate Skills. But we need to follow instruction: include a section ONLY when posting has real, specific content for it. If we put content under Skills that is also in Qualifications, it's duplication but still specific. Might be okay but better to avoid duplication. Perhaps we treat Qualifications as the list of required and preferred combined, and Skills as specific technical skills extracted. But the posting already includes those under qualifications. To avoid duplication, we could omit Skills section and just have Requirements and Qualifications. However the instruction list includes Skills as an example but not mandatory. So we can omit Skills if no distinct content beyond what's covered. Let's see: The posting includes "Experience using service-management tools to document workflows, maintain governance records, produce service metrics, and create or improve support knowledge" (that's a skill). Also "Working knowledge of KCS principles". Also "Strong analytical, organizational, facilitation, coaching, communication, and decision-making skills". Also "Ability to identify the right stakeholders...". Also "Experience with Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, or release tools". Also "Working knowledge of Agile, DevOps, CI/CD, and service-readiness practices". These could be considered skills. So we could have a Skills section summarizing those. Meanwhile Requirements could be the mandatory education/experience/certifications. Qualifications could be the preferred certifications/experience. That seems reasonable. Thus: - About the role: company intro + summary/function paragraph. - Responsibilities: list of responsibilities from Key Responsibilities (maybe break into items). - Requirements: mandatory items (degree, experience, ITIL 4 Foundation, SIE/Series 99, service-management tools experience, KCS knowledge, analytical skills, stakeholder ability, travel ability, commitment to policies). - Qualifications: preferred items (Advanced ITIL, KCS Coach certification, experience as problem/change practice owner, regulated financial services experience, experience with Jira Service Management etc, Agile/DevOps/CI/CD knowledge). - Skills: maybe we could list specific technical skills: service-management tools, KCS principles, ITIL, Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, release tools, Agile, DevOps, CI/CD, service-readiness. But that overlaps with Qualifications. Might be okay but risk duplication. Perhaps better to omit Skills and keep only Requirements and Qualifications. However the instruction says "Prefer a few substantive sections over many thin ones." Having Skills may be thin if we just repeat. I'd omit Skills. - Benefits: list from "What we offer". - Pay: base pay range. - Schedule: none, omit. Now we need to output HTML fragment only, no markdown. We'll wrap sections in

and then content in

or

• . For About the role we may have multiple paragraphs: company overview and summary/function. We'll put them in

  elements. For Responsibilities: we need to extract each duty. The responsibilities are long paragraphs with multiple sentences. We'll break each sentence or clause into list items. Let's parse: "Own and improve the Problem Management process, standards, records, and prioritized backlog" "Use incident, monitoring, vendor, service, and knowledge-use data to identify repeat issues and problem candidates" "Identify the right business and technical stakeholders, coordinate root-cause reviews, and ensure each problem has a clear impact, owner, status, workaround, action plan, and target date" "Track workarounds and permanent fixes, follow up on overdue actions, and raise delays or risk decisions to the right leaders" "Apply KCS practices so known errors, workarounds, root causes, and lessons learned are captured in useful articles, linked to related records, reused during support, and improved as new information becomes available" "Own and improve the Change Enablement process, standards, records, approval paths, and change schedule" "Identify schedule conflicts, high-risk periods, shared impacts, and the business and technical stakeholders who should review, approve, validate, or receive communications about material changes" "Review change requests for business impact, risk, testing, dependencies, timing, communications, monitoring, support knowledge, business validation, recovery plans, and rollback readiness" "Coordinate Change Advisory Board meetings, prepare decision information, and document approvals, conditions, owners, and accepted risks" "Develop and maintain change models using results, risk, frequency, repeatability, and knowledge data; present new or revised models to the CAB before they are approved as standard changes" "Ensure failed, backed-out, emergency, or disruptive changes receive the appropriate incident, problem, post-change, and KCS follow-up" "Define clear roles, decision rights, workflows, templates, risk criteria, knowledge expectations, and record requirements for both practices" "Keep problem, change, CAB, standard-change, and related knowledge records complete, accurate, linked, and ready for review or audit" "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" "Use metrics, KCS feedback, and article-use patterns to simplify work, improve change models, close knowledge gaps, and recommend process or automation priorities" "Keep affected teams informed about major changes, known issues, risks, decisions, and progress, and work across technology, business, project, and vendor teams to support sound decisions and follow-through" "Coach teams on Problem Management, Change Enablement, and KCS through practical guidance, job aids, feedback, and article reviews" "Ensure both practices follow company policies, security standards, regulatory requirements, client-confidentiality rules, and knowledge-quality standards; prepare reports and evidence for leadership, risk, exam, and audit reviews" "Perform other duties as assigned" We'll make each bullet a

• . Now Requirements: list each mandatory item. From "Required" bullet list: - Commitment to maintain client confidentiality and data security - Communicate in a clear and service-oriented manner; use appropriate, professional language and grammar to effectively exchange ideas and information - Ability to proactively work with both external and internal clients; relate with others in a professional manner to accomplish work responsibilities and objectives - Ability to maintain regular, predictable attendance - A four-year degree in information technology, business, or a related field, or equivalent work experience - Experience in IT service management, application support, service operations, or a similar technology environment, including hands-on work with problem management, change enablement, root-cause analysis, change scheduling, CAB coordination, risk review, production support, or knowledge management - ITIL 4 Foundation certification or higher - Successful completion of the Securities Industry Essentials (SIE) exam and Series 99 within 120 days of the start date - 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 - Strong analytical, organizational, facilitation, coaching, communication, and decision-making skills, including the ability to explain technical issues, business impact, and risk to varied audiences - Ability to identify the right stakeholders, bring teams together, maintain accountability without direct authority, work independently, and manage competing priorities - Ability to travel as needed and support important changes or incidents outside market hours - Commitment to company policies, regulatory requirements, security standards, and client confidentiality Note some duplicates: commitment to confidentiality appears twice; we can keep one. Now Qualifications (preferred): - Advanced ITIL or similar service-management certification - KCS Coach certification or equivalent experience coaching KCS, facilitating knowledge work, and improving knowledge quality - Experience as a problem or change practice owner, governance lead, process owner, or CAB facilitator, including developing change models and using performance and knowledge data to recommend standard changes - Experience in regulated financial services - Experience with Jira Service Management, Confluence, reporting, workflow automation, knowledge analytics, or release tools - Working knowledge of Agile, DevOps, CI/CD, and service-readiness practices Now