Incident/Problem Manager (IT Process Engineering) - Berkeley Heights, NJ & Lincoln, NE - fully [...]

Matlen Silver; Berkeley Heights (NJ); On-site; USD 96,432; Full time

Job summary

A technology solutions provider is seeking an Incident/Problem Manager to handle IT problems using ITIL framework. This role requires ServiceNow proficiency and advanced analytics skills. Ideal candidates will have a Bachelor's degree and 5+ years in a similar role. The position is fully onsite in Berkeley Heights, NJ, and Lincoln, NE, offering competitive hourly pay.

Qualifications

• 5 years’ experience in ITIL-aligned Problem Management.
• Proven leadership in incident/problem response.
• Advanced level proficiency in ServiceNow and its reporting.

Responsibilities

• Manage the full lifecycle of IT problems within ITIL framework.
• Lead knowledge transfer efforts to onshore and offshore teams.
• Design and maintain reporting dashboards in ServiceNow.

Skills

ServiceNow proficiency

ITIL Problem Management

Strong communication skills

Advanced Microsoft Excel

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Microsoft Excel

Job description

Overview

Incident/Problem Manager (IT Process Engineering) - Berkeley Heights, NJ & Lincoln, NE - fully onsite

Job Title: Incident/Problem Manager (IT Process Engineering)
Location(s): Berkeley Heights, NJ & Lincoln, NE
Duration: 10-months (Contract to hire)
Hourly pay: $70 W2

NO C2C PLEASE

This position is fully onsite 5 days a week at either location.

*** Due to client requirements, only GC holders or USC may apply***

Summary of Position

We are seeking an experienced and strategic Problem Manager with a broad IT background and a strong grasp of enterprise IT operations within the ITIL framework. The ideal candidate excels at both detailed analysis and high-level strategic thinking and will lead the end-to-end problem management process to ensure minimal disruption to IT systems and business operations.

Key Responsibilities

• Manage the full lifecycle of IT problems using structured, risk-based analysis within the ITIL Problem Management framework.
• Lead knowledge transfer efforts for Problem Management processes to both onshore and offshore Production Control teams.
• Design, implement, and maintain reporting dashboards in ServiceNow to support problem tracking, trend analysis, and resolution metrics.
• Govern technical SWAT teams and engage directly in hands-on problem investigation and resolution.
• Conduct weekly audits of problem tickets to ensure SLAs and KPIs are met and problems are closed appropriately.
• Formalize and improve Problem Management processes, including development and delivery of training programs for IT staff and business stakeholders.
• Facilitate Card Services Problem Review Board (PRB) meetings, ensuring cross-functional engagement, decision documentation, and problem record updates.
• Champion the discovery, analysis, resolution, and documentation of root causes in partnership with functional, technical, and business leads.
• Monitor service performance to identify proactive opportunities for preventing incidents and improving service availability.
• Track evidence-based metrics and maintain transparency on controls and compliance.
• Manage the Known Error Database (KEDB) and ensure knowledge base articles are developed and maintained.
• Conduct trend and impact analyses for business-critical services to drive continuous improvement and risk reduction.
• Maintain regulatory compliance and communicate findings, remediations, and risk to key business stakeholders.
• Develop standard operating procedure (SOP) documentation, including process flow diagrams.
• Oversee key program management tasks, including milestone tracking and customer deliverables.

Required Qualifications

• Bachelor’s degree in Computer Science, Business Management, or related field.
• Proficient in ServiceNow at an advanced level, including the built-in report writer.
• ITIL Foundation certification (or higher).
• Minimum 5 years’ experience in ITIL-aligned Problem Management within an enterprise environment.
• Proven leadership in incident/problem response and remediation coordination.
• Strong communication skills, both verbal and written.
• Proficient in Microsoft Excel at an advanced level.
• Demonstrated experience working with offshore teams.
• Hands-on experience with ServiceNow, including Incident and Problem modules and report writing capabilities.
• Ability to generate and analyze KPI metrics such as SLA compliance and MTTR.

About Matlen Silver

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at [e-mail] // 908-393-8600