Duration: 12+ months Contract
Job Description:- We are looking for an experienced Problem Management professional to identify recurring incidents, conduct proactive trend analysis, drive Root Cause Analysis (RCA), and implement corrective and preventive actions. The role will work closely with IT Operations and technical teams to improve service reliability and Problem Management processes.
Responsibilities:- Analyze incident trends and identify recurring issues requiring proactive Problem Management.
- Create, assign, and manage Problem tickets in ServiceNow and monitor progress through resolution.
- Facilitate Root Cause Analysis (RCA) using 5 Whys and other problem-solving methodologies.
- Coordinate corrective, preventive, and detection actions to minimize recurring incidents.
- Follow up with assignees and stakeholders to ensure timely completion of Problem tasks.
- Review and validate Problem tickets, RCA documentation, action plans, and closure requirements.
- Coordinate approval and closure of Problem tickets.
- Generate Problem Management reports, metrics, and status updates.
- Identify opportunities to improve Problem Management processes and operational efficiency.
- Collaborate with IT Operations leadership to manage workload, priorities, and escalations.
Experience:- 3–7 years of experience in Problem Management, ITSM, or IT Operations.
- Hands-on experience with ServiceNow Incident & Problem Management.
- Strong experience in RCA, 5 Whys, incident trend analysis, and preventive action management.
- Experience working with cross-functional technical teams and IT Operations leadership.
- Knowledge of ITIL/ITSM processes and best practices.
Skills:- Problem Management & ITSM
- ServiceNow
- Root Cause Analysis (RCA)
- 5 Whys Methodology
- Incident Trend Analysis
- Corrective & Preventive Actions
- Stakeholder Management
- Reporting & Documentation
- Communication and Follow-up
- Process Improvement
- ITIL/ITSM Knowledge
Education:- Bachelor's degree in Computer Science, Engineering, Data Science, or related analytical field.
Additional Qualifications:- Licenses: Not required
- Certifications: Not required
- Shift Hours: 8:00AM -5:00 PM EST
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit
www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
#LI-KG6