Problem Manager: RCA & ITIL Lead (ServiceNow)

Conduent; United States; Remote; USD 71,000 - 92,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid holidays

PTO

Job summary

Conduent is seeking an experienced Problem Manager to lead enterprise-wide Problem Management, RCA, and incident prevention initiatives across a complex technology environment. The role emphasizes ITIL Problem Management, incident management, and ServiceNow-based governance to reduce recurrence.

You will collaborate with infrastructure, cloud, network, and application teams to drive permanent corrective actions, deliver high‑quality RCA reports, and improve operational metrics such as MTTR and

Qualifications

• 7+ years of experience in IT Operations, Problem Management, Incident Management, or related disciplines.
• Strong understanding of ITIL Problem Management, Incident Management, and governance.
• Hands-on RCA experience, 5 Whys investigations, and post-incident reviews.

Responsibilities

• Facilitate timely 5 Whys RCA sessions for P1 incidents and recurring P2 incidents.
• Review logs, monitoring tools, dashboards, and change records to establish incident timelines.
• Utilize AI-assisted tools to accelerate RCA documentation and knowledge capture.
• Document root causes and corrective actions in ServiceNow Problem Management records.
• Ensure RCA deliverables are factual, blameless, and leadership-ready.

Skills

Problem Management

ITIL

Incident Management

RCA

ServiceNow

Executive Communication

Automation

AI‑assisted Workflows

Cloud Infrastructure

Cross-functional Collaboration

Education

ITIL Foundation or higher certification

Tools

ServiceNow

Job description

Conduent is seeking an experienced Problem Manager to lead enterprise-wide Problem Management, RCA, and incident prevention initiatives across a complex technology environment. The role emphasizes ITIL Problem Management, incident management, and ServiceNow-based governance to reduce recurrence.

You will collaborate with infrastructure, cloud, network, and application teams to drive permanent corrective actions, deliver high‑quality RCA reports, and improve operational metrics such as MTTR and