Overview
Remote
Depends on Experience
Full Time
Skills
Amazon Web Services
Analytical Skill
AppDynamics
Auditing
Change Management
Communication
Continuous Improvement
Documentation
Hyland OnBase
IT Service Management
ITIL
Incident Management
Interactive Voice Response
Management
Negotiations
Problem Management
Regulatory Compliance
Root Cause Analysis
ServiceNow
Soft Skills
Splunk
Stakeholder Management
Vendor Management
Workflow
Job Details
Supporting MST Time Zone
No C2C
Top 5 Technical Skills:
- Experience with monitoring and observability tools (DataDog, CloudWatch, AppDynamics, Splunk) to analyze performance trends and identify recurring issues.
- Familiarity with automation and workflow design within ServiceNow or equivalent ITSM platforms.
- Exposure to security, compliance, and audit requirements related to incident and problem data.
- Background in vendor management and coordinating external RCAs with third-party providers (e.g., AWS, Experian)
Top 3 Soft Skills:
- Excellent communication, negotiation, and stakeholder management skills.
- Analytical mindset with the ability to assess risk and make data-driven decisions.
- Strong organizational and documentation skills.
The Certified Problem Manager plays a critical role within client's IT Service Management (ITSM) organization, driving long-term service stability and continual improvement across business-critical systems. This position is responsible for managing the Problem Management lifecycle, leading Root Cause Analyses (RCAs), and ensuring corrective and preventive actions are identified, implemented, and tracked to completion. The role collaborates closely with Incident Management, Change Management, Risk, and Service Owners to ensure operational resilience, reduce repeat incidents, and strengthenclient's technology ecosystem in alignment with ITIL best practices.
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.