Incident Problem Manager

The Judge Group; Berkeley Heights (NJ); On-site; USD 95,000 - 120,000; Full time

Job summary

A leading IT consultancy in New Jersey seeks a Recruiter for IT Delivery. This role involves overseeing the IT problem management lifecycle, designing ServiceNow dashboards, and facilitating cross-functional meetings to drive problem resolution. The ideal candidate has a degree in Computer Science or Business Management, along with significant experience and certification in ITIL. Strong leadership and communication skills are essential.

Qualifications

• Minimum 5 years of experience in ITIL-aligned Problem Management within an enterprise environment.
• Advanced proficiency in ServiceNow, including report writing and dashboard creation.
• Hands-on experience with ServiceNow Incident and Problem modules.

Responsibilities

• Oversee the complete lifecycle of IT problems using structured analysis.
• Design, implement, and maintain ServiceNow dashboards for problem tracking.
• Drive root cause analysis and resolution in collaboration with teams.

Skills

Leadership in incident coordination

Verbal and written communication

Proficiency in Microsoft Excel

Experience with offshore teams

Education

Bachelor’s degree in Computer Science or Business Management

ITIL Foundation certification or higher

Tools

ServiceNow

Job description

Recruiter - IT Delivery @ The Judge Group

Key Responsibilities

• Oversee the complete lifecycle of IT problems using structured, risk-based analysis within the ITIL Problem Management framework.
• Lead knowledge transfer initiatives for Problem Management processes across global teams, including onshore and offshore Production Control units.
• Design, implement, and maintain ServiceNow dashboards to support problem tracking, trend analysis, and resolution metrics.
• Govern technical SWAT teams and actively participate in hands-on problem investigation and resolution.
• Conduct weekly audits of problem records to ensure SLA and KPI compliance and proper closure.
• Enhance and formalize Problem Management processes, including the development and delivery of training programs for IT and business stakeholders.
• Facilitate cross-functional Problem Review Board (PRB) meetings, ensuring decisions are documented and problem records are updated.
• Drive root cause analysis and resolution in collaboration with functional, technical, and business teams.
• Monitor service performance to identify proactive opportunities for incident prevention and service availability improvement.
• Track and report evidence-based metrics to maintain transparency on controls and compliance.
• Manage the Known Error Database (KEDB) and ensure knowledge base articles are created and maintained.
• Conduct trend and impact analyses for critical business services to support continuous improvement and risk mitigation.
• Ensure regulatory compliance and communicate findings, remediations, and risks to key stakeholders.
• Develop and maintain standard operating procedures (SOPs), including process flow diagrams.
• Oversee program management tasks such as milestone tracking and delivery management.

Required Qualifications

• Bachelor’s degree in Computer Science, Business Management, or a related field.
• Advanced proficiency in ServiceNow, including report writing and dashboard creation.
• ITIL Foundation certification or higher.
• Minimum 5 years of experience in ITIL-aligned Problem Management within an enterprise environment.
• Proven leadership in incident and problem response coordination.
• Strong verbal and written communication skills.
• Advanced proficiency in Microsoft Excel.
• Experience working with offshore teams.
• Hands-on experience with ServiceNow Incident and Problem modules.
• Ability to generate and analyze KPI metrics such as SLA compliance and Mean Time to Resolution (MTTR).