Problem Management Program Architect

Amazon.com Services LLC; Seattle (WA); On-site; USD 83,000 - 130,000; Full time

Job summary

Amazon.com Services LLC is seeking a Problem Management Program Owner to design, build, and govern mechanisms enabling leaders to manage problems across corporate IT infrastructure. The role focuses on reducing defects, preventing recurrence, and lowering support contacts using ServiceNow and internal tools.

You will drive adoption, establish governance cadences, and develop metrics and leadership-ready narratives to demonstrate program health.

Qualifications

• 3+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross functionally with tech and non-tech teams.
• Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship.
• Familiarity with problem management frameworks (ITIL or equivalent) - enough to design a program, not just execute one.
• Experience establishing governance cadences and driving accountability for corrective actions across distributed teams.

Responsibilities

• Design, build, and continuously improve the problem management program - define the end-to-end framework (process, tooling, templates, governance) that enables CIS vertical leaders to run effective problem management.
• Drive adoption, enablement, and accountability - coach organizational leaders and remove barriers so service owners internalize problem management as a core operating discipline.
• Build cross-vertical mechanisms - create escalation paths, shared tooling (ServiceNow workflows, dashboards), and coordination forums for problems that span multiple verticals.
• Develop metrics and executive reporting - define indicators that quantify program health and produce leadership-ready narratives on program adoption, remediation closure, defect reduction, and service reliability improvement.
• Own institutional knowledge - maintain the known-error database and best-practice documentation that program participants draw from.

Skills

Program management

Data-driven improvements

Cross-functional collaboration

Stakeholder influence

Governance & accountability

ITIL principles

Education

ITIL certification

Prince2 certification

Tools

ServiceNow

ITSM platforms

Job description

Amazon.com Services LLC is seeking a Problem Management Program Owner to design, build, and govern mechanisms enabling leaders to manage problems across corporate IT infrastructure. The role focuses on reducing defects, preventing recurrence, and lowering support contacts using ServiceNow and internal tools.

You will drive adoption, establish governance cadences, and develop metrics and leadership-ready narratives to demonstrate program health.