Program Process Engineer

Overview: We are seeking an experienced and strategic Problem Manager with a broad IT background and a strong grasp of enterprise IT operations within the ITIL framework. The ideal candidate excels at both detailed analysis and high-level strategic thinking and will lead the end-to-end problem management process to ensure minimal disruption to IT systems and business operations.

Key Responsibilities:
Manage the full lifecycle of IT problems using structured, risk-based analysis within the ITIL Problem Management framework.
Lead knowledge transfer efforts for Problem Management processes to both onshore and offshore Production Control teams.
Design, implement, and maintain reporting dashboards in ServiceNow to support problem tracking, trend analysis, and resolution metrics.
Govern technical SWAT teams and engage directly in hands-on problem investigation and resolution.
Conduct weekly audits of problem tickets to ensure SLAs and KPIs are met and problems are closed appropriately.
Formalize and improve Problem Management processes, including development and delivery of training programs for IT staff and business stakeholders.
Facilitate Card Services Problem Review Board (PRB) meetings, ensuring cross-functional engagement, decision documentation, and problem record updates.
Champion the discovery, analysis, resolution, and documentation of root causes in partnership with functional, technical, and business leads.
Monitor service performance to identify proactive opportunities for preventing incidents and improving service availability.
Track evidence-based metrics and maintain transparency on controls and compliance.
Manage the Known Error Database (KEDB) and ensure knowledge base articles are developed and maintained.
Conduct trend and impact analyses for business-critical services to drive continuous improvement and risk reduction.
Maintain regulatory compliance and communicate findings, remediations, and risk to key business stakeholders.
Develop standard operating procedure (SOP) documentation, including process flow diagrams.
Oversee key program management tasks, including milestone tracking and customer deliverables.

Required Qualifications:
Bachelor s degree in Computer Science, Business Management, or related field.
Proficient in ServiceNow at an advanced level, including the built-in report writer.
ITIL Foundation certification (or higher).
Minimum 5 years experience in ITIL-aligned Problem Management within an enterprise environment.
Proven leadership in incident/problem response and remediation coordination.
Strong communication skills, both verbal and written.
Proficient in Microsoft Excel at an advanced level.
Demonstrated experience working with offshore teams.
Hands-on experience with ServiceNow, including Incident and Problem modules and report writing capabilities.
Ability to generate and analyze KPI metrics such as SLA compliance and MTTR.

NO THIRD PARTIES!!! NO SUB-CONTRACTORS!!! NO 1099 s!!! NO CORP to CORP!!!

Data Resource Technologies Inc. is an Information Technology Staffing Firm serving the markets of the United States of America; the greatest country in the world. We work with Direct Clients Only and do not participate in multi-layer contracts. Earn The Most Possible and put over 60 years of Information Technology Industry experience to work for you today, Call or Apply NOW!!!