ITIL Problem Management Analyst

IRIS Consulting LLC; Irvine (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

IRIS Consulting LLC is seeking an experienced ITIL Problem Management Analyst to drive the end-to-end problem lifecycle and partner with cross-functional teams for permanent, scalable fixes.

You will lead root cause analyses, collaborate with infrastructure, applications, and network teams, and report metrics to leadership while ensuring ITIL-aligned practices.

Qualifications

• 5+ years of experience in IT Operations, ITSM, or Problem Management.
• Hands-on ITIL Problem Management; RCA experience.
• Experience with ServiceNow or ITSM platforms.
• Strong communication and stakeholder management.

Responsibilities

• Own and manage the full Problem Management lifecycle from identification to closure.
• Lead RCA efforts for recurring incidents and major outages.
• Collaborate with infrastructure, applications, database, and network teams.
• Facilitate post-incident reviews and drive continuous improvement.
• Create and maintain problem records, known error docs, and knowledge base.
• Analyze incident trends and recommend process improvements.
• Work with Change Management to implement long-term fixes.
• Develop reports and recommendations for leadership.
• Ensure ITIL framework alignment and adherence to standards.

Skills

ITIL Problem Management

Root Cause Analysis

ServiceNow

Stakeholder management

Communication skills

Job description

About the Role

We are seeking an experienced ITIL Problem Management Analyst to join a growing enterprise technology organization. This individual will be responsible for driving the end-to-end Problem Management process, partnering with cross-functional teams to investigate recurring incidents, facilitate root cause analysis (RCA), and implement long-term solutions that improve system stability and operational efficiency.

This role requires a strong communicator who can effectively collaborate with technical teams, business stakeholders, and leadership while ensuring alignment with ITIL best practices.

Key Responsibilities

• Own and manage the full Problem Management lifecycle, from identification and investigation through resolution and closure.
• Lead root cause analysis (RCA) efforts for recurring incidents and major outages using methodologies such as 5 Whys, Fishbone, Fault Tree Analysis, and Kepner-Tregoe.
• Partner with infrastructure, application, database, network, and business teams to identify trends and implement permanent corrective actions.
• Facilitate post-incident reviews and drive continuous improvement initiatives across the organization.
• Create and maintain problem records, known error documentation, and knowledge base articles.
• Analyze incident trends and recommend process improvements to reduce recurring production issues.
• Collaborate closely with Change Management teams to ensure long-term fixes are implemented successfully.
• Develop and present reports, metrics, and recommendations to leadership and key stakeholders.
• Ensure compliance with ITIL frameworks, operational standards, and internal processes.

Required Qualifications

• 5+ years of experience in IT Operations, ITSM, Problem Management, or a related field.
• Strong hands-on experience with ITIL Problem Management processes and best practices.
• Experience leading and documenting Root Cause Analyses (RCA) for critical incidents.
• Experience working with ServiceNow or other ITSM platforms.
• Strong understanding of Incident, Problem, and Change Management processes.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL certification (v3 or v4) preferred.
• Experience with reporting, analytics, and operational metrics.
• Background supporting enterprise infrastructure, applications, or production support environments.
• Experience facilitating discussions with both technical and non-technical audiences.