Problem Manager

Position is responsible for performing non-technical project completion using an internal customer perspective typically from initiation through delivery. Coordinating cross-functional teams through meetings and progress measurement activity bringing specific projects to completion both on time and within budget.

Entry level professional position. Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Builds collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position.

• Drive data & trend analysis to provide action-driven insights to the business
• Assist with the Configuration Item database efficiency and accuracy
• Monitor the lifecycle of fixed problems to forecast and address potential reopening
• Provide regular updates in Governance meetings for identified Problems and drive decision1making processes
• End-to-end accountability and ownership for the underlying Problem process and its
• enforcement within the client ecosystem
• Enable and facilitate Route Cause Analysis (ìRCAî) on identified problems
• Identify repeating incidents with unknown root cause - work with the technical teams to identify workarounds/solutions
• Identify candidates promote the use and maintain the Known Error database within the Environment
• Leads Root Cause Analysis (RCA) meetings with the Technical Team
  • Organizes and facilitates RCA sessions to identify the underlying causes of incidents ensuring corrective and preventive actions are documented assigned and tracked through to resolution.
• Facilitates Weekly and Monthly Problem Review Meetings with the Customer
  • Chairs regular customer review meetings to discuss problem status trends risks major incidents and action plans ensuring clear communication and stakeholder alignment.
• Ensures completion and submission of Weekly and Monthly Problem Management reports
  • Oversees the preparation validation and timely submission of reports ensuring accuracy completeness and compliance with ITSM reporting standards.
• Acts as the primary point of contact for all Problem Management concerns
  • Serves as the central liaison for internal teams and customers providing guidance updates coordination and escalation support for problem-related matters.
• Acts as the liaison with personnel responsible for problem resolution
  • Coordinates closely with technical operational and vendor teams to ensure effective collaboration issue ownership and progress toward resolving identified problems.
• Ensures problems are resolved within agreed Service Level Agreements (SLAs)
  • Monitors problem resolution timelines escalates risks or delays as needed and drives accountability to ensure adherence to SLA commitments.
• Manages the formal closure of problems
  • Ensures problems are properly validated documented and closed only after root causes are addressed and preventive actions are implemented and confirmed.
• Coordinates Major Problem Reviews (MPRs)
  • Leads and facilitates major problem review sessions following significant incidents ensuring lessons learned are captured and improvement actions are communicated and implemented.

What do you need to succeed

• Bachelors degree in Computer Science Mathematics or a related field preferred.
• 1-3 year Problem Management and Service Now experience
• ITIL Foundations Certification.
• Subject matter expertise in ServiceNow is strongly preferred.
• Familiarity with monitoring and observability platforms such as Dynatrace Prometheus Grafana Splunk and Introscope and working knowledge of SSO and Federated Identity Management will set candidates apart.
• Experience with process automation orchestration tools and modern deployment frameworks is also highly desirable.
• Should be comfortable working across modern infrastructure environments including AWS Azure Kubernetes OpenShift and containerized architectures as well as AI-driven operational tools.
• Familiarity with Power BI and Tableau for reporting and xMatters for alert and on-call management is a plus.
• Ability to remain flexible in a changing environment.
• Attendance and schedule adherence are requirements of this position.