Problem Manager – ITIL, ServiceNow, Root Cause Analysis

Jobtailor; Utah; On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an experienced Problem Management professional to lead end-to-end lifecycles from investigation through closure. You will collaborate with IT and business teams to drive remediation action plans, ensure root-cause solutions, and prevent recurrence across multi-domain environments.

Responsibilities include facilitating 5 Whys RCA sessions, analyzing logs and dashboards, and leveraging AI-assisted tools for timelines and RCA documentation.

Qualifications

• 7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines.
• Strong understanding of ITIL Problem Management, Incident Management, and operational governance.
• Experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews.
• Hands-on experience with ServiceNow or comparable ITSM platforms.
• Knowledge of Windows and Linux platforms.
• Knowledge of VMware and Hyper-V virtualization.

Responsibilities

• Facilitate timely 5 Whys Root Cause Analysis sessions for P1 incidents and recurring P2 incidents
• Review system logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors
• Use AI-assisted tools for incident investigations, timeline generation, RCA documentation, and knowledge capture
• Document root causes and corrective actions in ServiceNow Problem Management records
• Lead the end-to-end Problem Management lifecycle from investigation through closure
• Partner with technical teams to create Remediation Action Plans
• Track remediation, accelerate risks, and hold stakeholders accountable
• Validate solutions address root causes and prevent recurrence
• Measure and report service reliability, operational risk, and incident recurrence improvements
• Identify recurring patterns across infrastructure, cloud, application, and network incidents
• Drive proactive problem identification and long-term service improvements
• Recommend monitoring enhancements, automation opportunities, and architectural improvements
• Facilitate weekly Problem Review meetings
• Maintain executive dashboards and Problem Management reporting
• Deliver executive-ready summaries and status updates
• Produce RCA reports for customers and senior leadership
• Improve governance processes, operational standards, runbooks, and reporting practices
• Champion automation and AI-enabled workflows

Skills

Analytical skills

Documentation skills

Facilitation skills

Stakeholder management

Executive communications

Education

ITIL Foundation

Tools

ServiceNow

Monitoring Tools

Dashboards

AI-Assisted Tools

Job description

• Facilitate timely 5 Whys Root Cause Analysis sessions for P1 incidents and recurring P2 incidents


• Review system logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors


• Use AI-assisted tools for incident investigations, timeline generation, RCA documentation, and knowledge capture


• Document root causes and corrective actions in ServiceNow Problem Management records


• Lead the end-to-end Problem Management lifecycle from investigation through closure


• Partner with technical teams to create Remediation Action Plans


• Track remediation, accelerate risks, and hold stakeholders accountable


• Validate solutions address root causes and prevent recurrence


• Measure and report service reliability, operational risk, and incident recurrence improvements


• Identify recurring patterns across infrastructure, cloud, application, and network incidents


• Drive proactive problem identification and long-term service improvements


• Recommend monitoring enhancements, automation opportunities, and architectural improvements


• Facilitate weekly Problem Review meetings


• Maintain executive dashboards and Problem Management reporting


• Deliver executive-ready summaries and status updates


• Produce RCA reports for customers and senior leadership


• Improve governance processes, operational standards, runbooks, and reporting practices


• Champion automation and AI-enabled workflows

Requirements

• 7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines


• Strong understanding of ITIL Problem Management, Incident Management, and operational governance


• Experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews


• Hands-on experience with ServiceNow or comparable ITSM platforms


• Strong analytical, documentation, facilitation, and stakeholder management skills


• Ability to influence cross-functional teams and drive accountability without direct authority


• Experience creating executive-level communications, dashboards, and operational reporting


• Broad technical understanding across enterprise technology environments


• Knowledge of Windows and Linux platforms


• Knowledge of VMware and Hyper-V virtualization


• Understanding of performance troubleshooting for CPU, memory, storage, and I/O


• Knowledge of SAN and NAS environments and storage performance, redundancy, and resiliency concepts


• Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, packet flow, latency, and packet loss


• Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage


• Understanding of APIs, microservices, distributed systems, CI/CD, deployment pipelines, application defects, configuration drift, and dependencies


• ITIL Foundation or higher certification preferred


• Experience supporting large-scale enterprise environments preferred


• Experience with operational analytics, trend analysis, and KPI reporting preferred


• Exposure to automation, AI-enabled workflows, or AIOps preferred


• Experience with executive stakeholders and client-facing incident communications preferred

Core Competencies

Demonstrates expertise in ITIL Problem Management and Incident Management, with a strong focus on conducting Root Cause Analysis and driving service reliability improvements. Proficient in utilizing ServiceNow for documentation and reporting, while effectively communicating with executive stakeholders.

Highest-signal resume keywords

• ITIL Problem Management


• Root Cause Analysis


• ServiceNow


• Operational Reporting


• Cloud Networking

ATS Optimization Keywords

Hard Skills

• 5 Whys Investigation


• Operational Analytics


• Performance Troubleshooting


• API Understanding


• CI/CD


• Virtualization (VMware, Hyper-V)


• Storage Performance (SAN, NAS)


• Networking (Routing, Switching, VLANs)


• Cloud Platforms (AWS, Microsoft Azure)


• Documentation

Soft Skills

• Analytical Skills


• Facilitation Skills


• Stakeholder Management


• Influencing Skills


• Communication Skills

Certifications & Qualifications

• ITIL Foundation

Industry Keywords

• IT Operations


• Incident Management


• Major Incident Management


• Operational Governance


• Service Reliability

Tools & Technologies

• ServiceNow


• Monitoring Tools


• Dashboards


• AI-Assisted Tools


• Executive Dashboards