Problem Management Specialist

Job Summary

Coordinating the end-to-end Problem Management lifecycle, the full-time remote Problem Management Specialist will identify and eliminate underlying causes of incidents through structured root cause analysis, ensuring effective problem records and corrective actions are documented and communicated across Site Operations.

Key responsibilities:

• Manage the creation, assignment, progression, and closure of Problem records for qualifying Site Operations incidents
• Facilitate structured root cause analysis sessions with technical stakeholders to distinguish root causes from symptoms
• Coordinate corrective and preventive actions across various teams, ensuring clear ownership and timelines

Required qualifications:

• Demonstrated experience applying ITIL Problem Management principles
• Bachelor of Science degree in Information Technology, Business Management, or a related field
• 3 years of experience in Problem Management or a supporting function
• Hands-on experience with ServiceNow or a comparable IT service management platform
• Working knowledge of root cause analysis methods such as the 5 Whys or fishbone diagrams