Problem Manager – ITIL, ServiceNow, Root Cause Analysis

🕒 August 13

🇺🇸 United States – Remote

💵 $71k - $92.2k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 ServiceNow

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Conduent

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🏥 Healthcare

📦 Logistics

💼 Consulting

💰 Venture Round on 2009-01

Healthcare • Logistics • Consulting

Conduent is a leading provider of technology-led solutions aimed at enhancing customer experiences and improving operational efficiency for businesses and government agencies. The company offers a wide range of services, including customer experience management, finance and accounting solutions, human capital management, integrated digital solutions, and specialized services for healthcare and public sector clients. By leveraging automation and analytics, Conduent helps organizations streamline processes and drive business success.

📋 Description

• Facilitate timely 5 Whys Root Cause Analysis sessions for P1 incidents and recurring P2 incidents • Review system logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors • Use AI-assisted tools for incident investigations, timeline generation, RCA documentation, and knowledge capture • Document root causes and corrective actions in ServiceNow Problem Management records • Lead the end-to-end Problem Management lifecycle from investigation through closure • Partner with technical teams to create Remediation Action Plans • Track remediation, escalate risks, and hold stakeholders accountable • Validate solutions address root causes and prevent recurrence • Measure and report service reliability, operational risk, and incident recurrence improvements • Identify recurring patterns across infrastructure, cloud, application, and network incidents • Drive proactive problem identification and long-term service improvements • Recommend monitoring enhancements, automation opportunities, and architectural improvements • Facilitate weekly Problem Review meetings • Maintain executive dashboards and Problem Management reporting • Deliver executive-ready summaries and status updates • Produce 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 across enterprise technology environments • Knowledge of Windows and Linux platforms • Knowledge of VMware and Hyper-V virtualization • Understanding of performance troubleshooting for CPU, memory, storage, and I/O • Knowledge of SAN and NAS environments and storage performance, redundancy, and resiliency concepts • Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, packet flow, latency, and packet loss • Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage • Understanding of APIs, microservices, distributed systems, CI/CD, deployment pipelines, application defects, configuration drift, and dependencies • 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 preferred • Experience with executive stakeholders and client-facing incident communications preferred

🏖️ Benefits

• 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 • Potential eligibility for a bonus or incentive based on business need

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