ITIL Problem Management Analyst

• Own and govern the end-to-end Problem Management lifecycle in alignment with ITIL best practices.
• Lead proactive and reactive problem investigations to identify underlying causes of recurring incidents and service disruptions.
• Facilitate Root Cause Analysis (RCA) sessions using structured methodologies such as 5 Whys, Fishbone Analysis, Fault Tree Analysis, and Kepner-Tregoe.
• Establish and maintain a Known Error Database (KEDB), ensuring accurate documentation of known errors and workarounds.
• Track corrective and preventive actions through resolution and verify effectiveness of implemented fixes.
• Drive accountability across Infrastructure, Network, Cloud, Security, End User Computing, and Application teams to resolve systemic issues.

• Analyze incident, change, and operational data to identify trends, recurring issues, and opportunities for service improvement.
• Develop and present actionable recommendations to improve platform stability, reduce incident volumes, and enhance service performance.
• Lead recurring service review meetings focused on problem trends, chronic issues, and risk mitigation.
• Identify automation opportunities and process improvements that reduce operational effort and prevent recurring incidents.
• Contribute to operational excellence initiatives, knowledge management, and runbook enhancements.

• Utilize ServiceNow Problem Management capabilities to manage problem records, known errors, corrective actions, and reporting.
• Establish KPIs and metrics related to problem management effectiveness, including recurring incident reduction, RCA completion, and corrective action closure.
• Create executive-level dashboards and reports highlighting service health trends, top recurring issues, and improvement initiatives.
• Ensure compliance with ITIL processes, documentation standards, and audit requirements.

• Partner with Major Incident Management teams to ensure high-priority incidents are transitioned into formal problem investigations when appropriate.
• Lead Post-Incident Reviews (PIRs) focused on identifying root causes and preventive actions.
• Collaborate with Change Management teams to ensure corrective actions are properly planned, tested, and implemented.
• Assess risks associated with recurring issues and provide recommendations for long-term remediation.

• 5+ years of experience in IT Operations with at least 3 years focused on Problem Management, Service Reliability, or IT Service Management.
• ITIL Foundation certification required; ITIL Managing Professional or Advanced certifications preferred.
• Strong hands-on experience with ServiceNow Problem Management, Incident Management, and reporting modules.
• Proven experience conducting complex Root Cause Analysis and facilitating cross-functional problem review sessions.
• Strong understanding of enterprise IT infrastructure including Servers, Cloud, Network, End User Computing, and Applications.
• Experience developing metrics, dashboards, and executive reporting.
• Excellent facilitation, communication, and stakeholder management skills.
• Ability to influence technical teams and drive resolution of long-standing operational issues.

• Experience implementing Problem Management programs or maturing ITSM processes.
• Familiarity with SRE, Reliability Engineering, or Operational Excellence frameworks.
• Experience with Power BI, Tableau, or ServiceNow Performance Analytics.
• Knowledge of automation platforms and operational process optimization.

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