Process Analyst – Incident & Problem Management

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🔥 12 hours ago

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Thinkahead Consultant Psychologist Pty Ltd

WebsiteLinkedInAll Job Openings

1 - 10 employees

Thinkahead is a privately owned psychology firm working across both the clinical field of private practice as well as corporate consulting space.

📋 Description

• Manage the complete lifecycle of Problem Records in ServiceNow, ensuring adherence to ITIL Problem Management practices. • Lead weekly Problem Review and RCA meetings, driving discussions, tracking action items, and ensuring timely progress toward permanent resolution. • Review Major Incidents and recurring issues to identify Problem candidates, validate RCA quality, and ensure proper linkage between Incidents, Problems, and Changes. • Monitor Problem records for SLA compliance, governance standards, documentation quality, and Risk Acceptance requirements. • Analyze incident trends and operational data to identify proactive Problem opportunities and recommend continuous service improvements. • Develop dashboards, KPIs, executive reports, and monthly insights using ServiceNow Performance Analytics to measure Problem Management effectiveness. • Drive process improvements by implementing automation, leveraging AI capabilities (such as ServiceNow AI/Now Assist), and enhancing workflows to improve operational efficiency and documentation quality. • Prepare and present service resilience updates, Problem Management metrics, and improvement recommendations to technical teams and leadership. • Maintain governance artifacts including SOPs, meeting minutes, process documentation, and communication templates.

🎯 Requirements

• ITIL V3 or V4 certified • Hands-on experience with Problem Manager process in ServiceNow • 3+ years of experience in Problem Management with exposure to Incident Management • Excellent verbal and written communication with the ability to confidently facilitate technical discussions and engage stakeholders at multiple levels. • Ability to coordinate and influence cross-functional teams to achieve common operational goals. • Ability to understand business needs and translate them into practical technical and process improvement solutions. • Willingness to learn new ServiceNow modules, platform capabilities, and emerging AI technologies. • Professional, collaborative, and delivery-focused approach with a continuous improvement mindset.

🏖️ Benefits

• Comprehensive health insurance coverage for employees, with options to extend coverage to dependents • Paid time off and company holidays, along with additional leave benefits as per policy • Flexible work arrangements, supporting work-life balance • Learning and development opportunities to support continuous growth and upskilling • Employee wellness initiatives and programs focused on physical and mental well-being • Retirement and statutory benefits in line with India regulations • Inclusive and people-first culture, with a strong focus on collaboration and ownership