SME - Problem Management, ServiceNow

Job Summary

The Problem Manager is responsible for leading ITIL Problem Management processes to minimize the impact of incidents, identify root causes, and prevent recurrence. The role ensures proactive and reactive problem handling, improves service stability, and drives continuous improvement across IT services.

Key Responsibilities

Problem Management Execution Perform proactive and reactive problem management activities. Problem Ma...agement JD | Word Identify, log, categorize, prioritize, and manage problems through closure. Hi All, W...Manager | Viva Engage Ensure timely progression of problems with defined SLAs and priorities. Problem Ma...t SME - JD | Word 2. Root Cause Analysis (RCA) Conduct detailed RCA for major and recurring incidents. Problem Ma...agement JD | Word Use structured techniques such as trend analysis and historical data evaluation to predict future issues. Problem Ma...t SME - JD | Word Identify underlying causes and eliminate recurring incidents. Hi All, W...Manager | Viva Engage 3. Known Error & Knowledge Management Maintain and update Known Error Database (KEDB) and workarounds. Problem Ma...agement JD | Word Ensure documentation of resolutions, fixes, and preventive measures. Problem Ma...agement JD | Word 4. Incident & Change Management Integration Work closely with Incident, Change, and Configuration Management teams. Hi All, W...Manager | Viva Engage Raise change requests to eliminate known problems and deploy permanent fixes. Hi All, W...Manager | Viva Engage 5. Governance & Process Compliance Ensure Problem Management processes adhere to ITIL standards. Hi All, W...Manager | Viva Engage Monitor SLA compliance, escalation adherence, and quality of problem records. Problem Ma...agement JD | Word Conduct and chair Problem Review meetings and Post Incident Reviews (PIRs). 6. Reporting & Analytics Prepare KPI reports, trend analysis, and performance dashboards. Problem Ma...t SME - JD | Word Analyze historical data to identify patterns and prevent future incidents. Hi All, W...Manager | Viva Engage 7. Continuous Service Improvement (CSI) Develop service improvement plans based on problem trends. Problem Ma...t SME - JD | Word Promote process optimization and operational excellence across teams. Problem Ma...t SME - JD | Word 8. Stakeholder & Team Coordination Coordinate across cross-functional teams, SMEs, and support groups. Problem Ma...t SME - JD | Word Provide clear communication to stakeholders on problem status and resolution progress. IHG GSS CS...em Manager | Outlook

Skill Requirements

Technical & Functional Skills Strong knowledge of ITIL Problem Management processes. Hi All, W...Manager | Viva Engage Experience with Service Now or similar ITSM tools. IHG GSS CS...em Manager | Outlook Understanding of cloud, application, and infrastructure environments. Problem Ma...t SME - JD | Word Expertise in data analysis, trend identification, and reporting (Excel, dashboards)

Other Requirements

Strong problem-solving and root cause analysis capabilities. IHG GSS CS...em Manager | Outlook Ability to translate complex technical problems into clear insights

Excellent communication and stakeholder management skills. IHG GSS CS...em Manager | Outlook\\r\\n Ability to collaborate across multiple teams and drive outcomes. Problem Ma...t SME - JD | Word\\r\\n Strong organizational and prioritization skills.