Problem Management Lead — Root Cause & Process Excellence

ServiceNow; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

ServiceNow is seeking a Problem Manager to partner with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation. You will own root cause investigations and collaborate across teams to deliver timely, evidence-driven improvements.

The ideal candidate has 5+ years of technical experience, 2+ years in problem or product management, strong scripting skills (JavaScript, Python), and a bachelor’s degree in a related field.

Qualifications

• Bachelor-level degree in computer science, IT, or related field.
• ITIL certification preferred.
• 5+ years of technical experience with at least 2 years in problem or product management or related customer-facing role.

Responsibilities

• Drive root cause investigations for high impact issues.
• Collaborate with cross-functional teams to resolve customer problems.
• Prioritize and plan problems to optimize outcomes for customers and the company.
• Develop and implement improvements to problem management processes.
• Contribute to design of problem management data modeling and reporting.
• Lead by example to foster teamwork and collaboration.

Skills

Problem management

Root cause analysis

ServiceNow

JavaScript

Python

Cross-functional collaboration

Communication

Education

Bachelor's degree in computer science, information technology, or related field

ITIL certification preferred

Tools

ServiceNow platform

Java

Job description

ServiceNow is seeking a Problem Manager to partner with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation. You will own root cause investigations and collaborate across teams to deliver timely, evidence-driven improvements.

The ideal candidate has 5+ years of technical experience, 2+ years in problem or product management, strong scripting skills (JavaScript, Python), and a bachelor’s degree in a related field.