Problem & Governance Lead

D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning 90 years. We are dedicated to conducting our business in accordance with the highest standards of integrity and ethics, and delivering outstanding service to our clients and each other. We support a friendly, open and supportive culture, and encourage candid communication and productive engagement that make our companies and each of us better.

Just as we work to improve our clients’ financial well-being, we also work to strengthen local communities—and giving back is one of our core values. You can learn more about our company culture and impact in our latest annual report.

The Problem & Change Governance Lead oversees the Problem Management and Change Enablement practices within IT Application Support. The role coordinates the change schedule and CAB, guides root-cause and corrective-action work, develops change models, produces performance metrics, and brings the right business and technical stakeholders into decisions. The lead also embeds Knowledge-Centered Service (KCS) so teams capture, reuse, and improve knowledge as part of their daily work.

This role provides governance, coordination, and follow-through; technical and business teams remain responsible for the investigations, approvals, testing, implementation, and service outcomes assigned to them.

• 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,…