Stefanini Group is looking for a ServiceNow Problem Management Specialist - Remote for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at / for faster processing. Thank you!
Summary:
Seeking an experienced Problem Management professional to lead root-cause analysis, trend identification, and permanent remediation of recurring IT incidents. The role requires strong ServiceNow experience-particularly with the Problem Management module and related ITSM processes-excellent analytical skills, stakeholder management, and the ability to drive cross-functional resolution actions to reduce incident volume and improve service reliability.
Key responsibilities:Problem Management process: detection, logging, investigation, RCA, workaround identification, known error record creation, and closure.Use ServiceNow to create, manage and update Problem records, Known Error records, and Problem Tasks; ensure accurate categorization, priority, impact, and lifecycle tracking.Perform root cause analysis (RCA) using structured techniques (e.g., 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis) and document findings in ServiceNow and knowledge base.Drive remediation activities by coordinating with Incident, Change, Configuration Management, engineering, and product teams; raise and follow-up on Change Requests when required.Proactively analyze incident, event and CI data to identify trends and early-warning indicators; recommend preventive measures.Maintain and improve Problem Management metrics and dashboards in ServiceNow (MTTR, mean time to identify root cause, number of recurring incidents, percentage of problems closed with permanent fix, backlog).Manage problem prioritization and SLAs; escalate and communicate status to stakeholders and leadership.Ensure Problem-to-Change and Problem-to-Knowledge integration in ServiceNow; maintain Known Error database (KEDB).
Required qualifications and skills:3+ years' experience in Problem Management, Problem Analyst, or similar ITSM role.Hands-on experience with ServiceNow ITSM, especially Problem Management, Incident Management, Change Management, KEDB, and reporting/dashboards.Proven track record performing RCAs and producing remediation plans that reduced incident recurrence.Solid understanding of ITIL v3/v4 principles and best practices.Strong analytical skills, comfortable with metrics, root-cause techniques, and trend analysis.Excellent written and verbal communication; experience leading cross-functional meetings and presenting findings to technical and non-technical stakeholders.Experience integrating ServiceNow workflows with monitoring/alerting tools, CMDB/CI data and automation (preferred).Ability to prioritize competing problems under SLA pressure.#LI-MA1#LI-REMOTE
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10106616
- Position Id: 63313
- Posted 5 hours ago
Never miss an opportunity! Create an alert based on the job you applied for.
