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Skills
Analysis Skillsunmatched
Best Practicesunmatched
Computer Scienceunmatched
Corrective Actionunmatched
Cross-Functionalunmatched
Data Scienceunmatched
Documentationunmatched
Documentation Planunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Incident Managementunmatched
Metricsunmatched
Operational Strategyunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Project Trackingunmatched
Reliability Engineeringunmatched
Root Cause Analysisunmatched
ServiceNowunmatched
Technical Leadershipunmatched
Technical Operationsunmatched
Time Managementunmatched
Trend Analysisunmatched
Description
Duration: 12+ months Contract
Job Description:
We are looking for an experienced Problem Management professional to identify recurring incidents, conduct proactive trend analysis, drive Root Cause Analysis (RCA), and implement corrective and preventive actions. The role will work closely with IT Operations and technical teams to improve service reliability and Problem Management processes.
Responsibilities:
Analyze incident trends and identify recurring issues requiring proactive Problem Management.
Create, assign, and manage Problem tickets in ServiceNow and monitor progress through resolution.
Facilitate Root Cause Analysis (RCA) using 5 Whys and other problem-solving methodologies.
Coordinate corrective, preventive, and detection actions to minimize recurring incidents.
Follow up with assignees and stakeholders to ensure timely completion of Problem tasks.
Review and validate Problem tickets, RCA documentation, action plans, and closure requirements.
Coordinate approval and closure of Problem tickets.
Generate Problem Management reports, metrics, and status updates.
Identify opportunities to improve Problem Management processes and operational efficiency.
Collaborate with IT Operations leadership to manage workload, priorities, and escalations.
Experience:
3–7 years of experience in Problem Management, ITSM, or IT Operations.
Hands-on experience with ServiceNow Incident & Problem Management.
Strong experience in RCA, 5 Whys, incident trend analysis, and preventive action management.
Experience working with cross-functional technical teams and IT Operations leadership.
Knowledge of ITIL/ITSM processes and best practices.
Skills:
Problem Management & ITSM
ServiceNow
Root Cause Analysis (RCA)
5 Whys Methodology
Incident Trend Analysis
Corrective & Preventive Actions
Stakeholder Management
Reporting & Documentation
Communication and Follow-up
Process Improvement
ITIL/ITSM Knowledge
Education:
Bachelor's degree in Computer Science, Engineering, Data Science, or related analytical field.
Additional Qualifications:
Licenses: Not required
Certifications: Not required
Shift Hours: 8:00AM -5:00 PM EST
About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.