Problem Manager – ITIL, ServiceNow, Root Cause Analysis

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Conduent

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🤝 B2B

☁️ SaaS

🏢 Enterprise

🔥 Funding within the last year

💰 $93M Post-IPO Debt - Conduent on 2025-08

B2B • SaaS • Enterprise

Conduent is...

📋 Description

• Lead enterprise-wide Problem Management, Root Cause Analysis, and Incident Prevention initiatives • Facilitate 5 Whys RCA sessions for P1 incidents and recurring P2 incidents • Review logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors • Use AI-assisted tools for investigations, timeline generation, RCA documentation, and knowledge capture • Document root causes and corrective actions in ServiceNow Problem Management records • Lead the Problem Management lifecycle from investigation through closure • Partner with technical teams to create Remediation Action Plans • Track remediation progress, escalate risks, and enforce stakeholder accountability • Validate solutions and measure service reliability, operational risk, and incident recurrence improvements • Identify recurring patterns across infrastructure, cloud, application, and network incidents • Recommend monitoring, automation, and architectural improvements • Facilitate weekly Problem Review meetings • Maintain executive dashboards and Problem Management reporting • Deliver executive-ready summaries, status updates, and RCA reports for customers and senior leadership • Improve governance processes, operational standards, runbooks, and reporting practices • Champion automation and AI-enabled workflows

🎯 Requirements

• 7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines • Strong understanding of ITIL Problem Management, Incident Management, and operational governance • Experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews • Hands-on experience with ServiceNow or comparable ITSM platforms • Strong analytical, documentation, facilitation, and stakeholder management skills • Ability to influence cross-functional teams and drive accountability without direct authority • Experience creating executive-level communications, dashboards, and operational reporting • Broad technical understanding of Windows and Linux platforms • Knowledge of VMware and Hyper-V virtualization • Performance troubleshooting across CPU, memory, storage, and I/O • Knowledge of SAN and NAS environments, storage performance, redundancy, and resiliency • Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, and packet-flow analysis • Ability to interpret network latency and packet loss • Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage services • Understanding of cloud architecture and failure-mode analysis • Understanding of APIs, microservices, distributed systems, CI/CD, and deployment pipelines • Understanding of application defects, configuration drift, and dependencies as causes of operational incidents • ITIL Foundation or higher certification preferred • Experience supporting large-scale enterprise environments preferred • Experience with operational analytics, trend analysis, and KPI reporting preferred • Exposure to automation, AI-enabled workflows, or AIOps practices preferred • Experience with executive stakeholders and client-facing incident communications preferred

🏖️ Benefits

• Bonus or incentive eligibility based on business need • Health insurance coverage • Voluntary dental and vision programs • Life and disability insurance • Retirement savings plan • Paid holidays • Paid time off (PTO) or vacation and/or sick time