Problem Management Engineer – ITIL & Incident Prevention

Intelliswift - An LTTS Company; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Intelliswift - An LTTS Company in Chicago seeks a Problem Manager to lead and mature the Problem Management function within the Insurance industry context. You will drive root cause analyses, validate permanent fixes, and partner with cross-functional teams to prevent recurrence and improve service resiliency.

The role focuses on end-to-end lifecycle governance, KEDB maintenance, and proactive improvements aligned with ITIL best practices.

Qualifications

• Strong understanding of ITIL Problem Management processes and best practices.
• Experience leading Root Cause Analysis in complex technical environments.
• Technical background in infrastructure, applications, cloud, or enterprise platforms.
• Experience with ServiceNow or comparable ITSM platforms.
• Strong communication and stakeholder management skills.
• Ability to identify systemic risk and drive proactive improvements.

Responsibilities

• Lead the end-to-end Problem Management lifecycle.
• Ensure quality, evidence-based root cause analysis and validation of permanent fixes.
• Partner with Incident Management, Change Management, Reliability Engineering, Service Owners, and vendors.
• Establish governance, metrics, reporting, and quality standards for Problem Management.
• Maintain and improve the Known Error Database (KEDB) and related knowledge articles.
• Drive proactive problem management, automation, and monitoring improvements.

Skills

ITIL Problem Management

Root Cause Analysis

Systemic risk identification

Stakeholder management

Strong communication

Tools

ServiceNow

Job description

Intelliswift - An LTTS Company in Chicago seeks a Problem Manager to lead and mature the Problem Management function within the Insurance industry context. You will drive root cause analyses, validate permanent fixes, and partner with cross-functional teams to prevent recurrence and improve service resiliency.

The role focuses on end-to-end lifecycle governance, KEDB maintenance, and proactive improvements aligned with ITIL best practices.