SeniorAdministrator - Problem Management, ServiceNow

Job Summary

Support and drive the Problem Management process by owning problem investigations, root cause analysis, and corrective actions to reduce recurring incidents and improve service stability.

Key Responsibilities

Manage assigned problems end‑to‑end, from detection through closure\r\n Perform root cause analysis (RCA) using structured methodologies (5‑Whys, Fishbone, etc.)\r\n Correlate incidents to identify trends and recurring issues\r\n Create, maintain, and track Known Errors and workarounds\r\n Collaborate with Incident, Change, and Technical teams to implement fixes\r\n Ensure timely problem records, documentation, and communication\r\n Track and report problem KPIs and improvement outcomes\r\n Support post‑incident reviews (PIRs) and action tracking\r\n Escalate complex or high‑impact problems to L3 Problem Manager\r\n Contribute to knowledge base updates and preventive measures

Skill Requirements

ITIL 4 Problem Management (Intermediate level)\r\n Root cause analysis and analytical thinking\r\n Understanding of IT infrastructure, applications, and support models\r\nITSM tools (Service Now or equivalent)\r\n Data analysis and reporting

Other Requirements

Strong problem‑solving mindset\r\n Cross‑team coordination and follow‑through\r\n Clear documentation and communication\r\n Attention to detail and ownership