Specialist - ITSM Problem Management

Key Responsibilities

• Own the global ITIL 4 Problem Management practice, policy, lifecycle controls, governance cadence, prioritization model, metrics and continual-improvement roadmap.
• Initiate and govern reactive problems from major incidents, repeated incidents and material service degradation, ensuring scope, impact, evidence, ownership and investigation approach are clear.
• Lead proactive problem identification using incident patterns, monitoring signals, service trends, vendor data, capacity concerns, known technical debt and operational risk indicators.
• Facilitate rigorous root-cause analysis using methods appropriate to the evidence and complexity; challenge unsupported conclusions and distinguish symptoms, contributing factors, root causes and control failures.
• Govern workarounds and known errors so they are validated, risk-assessed, searchable, linked to affected services/CIs and incidents, and communicated through Knowledge Management.
• Maintain a risk-based problem backlog, prioritize by recurrence, business/customer impact, service criticality, exposure and feasibility, and escalate stalled corrective action to the appropriate governance forum.
• Ensure permanent corrective actions have accountable technical or business owners and are implemented through Change Enablement with validation of effectiveness after deployment.
• Own ServiceNow Problem Management functional requirements and data standards, including incident and major-incident linkage, problem tasks, cause/workaround/known-error records, CI/service context, change linkage, dashboards and audit history.
• Report recurrence, problem aging, time to workaround, time to root cause, known-error exposure, corrective-action progress and benefits realized; avoid presenting closure volume as the sole measure of success.
• Collaborate with application, infrastructure, cloud, network, cybersecurity, service owners, vendors and business teams to resolve cross-tower causes and reduce operational resilience risk.
• Identify opportunities for analytics, clustering, observability correlation and automation that improve problem detection or evidence quality while retaining expert review.
• Mentor junior analysts in problem identification, evidence gathering, RCA facilitation, backlog governance, stakeholder challenge and ServiceNow record quality; create reusable methods and learning reviews.

Skills, Knowledge and Expertise

• 15+ years of relevant professional experience and credible global enterprise ITSM experience.
• Proven ownership or senior governance of Problem Management, not only participation in root-cause meetings.
• Demonstrated capability in reactive and proactive problem identification, RCA facilitation, known error/workaround control and corrective-action governance.
• Strong ServiceNow Problem Management functional experience, including record relationships, dashboards, backlog and data quality.
• Ability to influence technical owners and vendors to progress permanent corrective action without direct authority.
• Evidence of using data to reduce recurrence, impact or risk and of reporting meaningful prevention outcomes.
• Ability to mentor junior analysts and collaborate across global teams and multiple technology towers.

• ITIL 4 Foundation or an advanced ITIL 3 or 4 practice/module certification relevant to Problem Management.
• Relevant ServiceNow training or certification is advantageous where it demonstrates functional Problem Management capability.
• RCA, reliability, Lean/Six Sigma or data-analysis credentials are differentiators when supported by practical results.