Advisor, Problem and Change Management at Phillips 66 in Bartlesville, OK

Job description

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 competi