Corporate Vice President - ITSM Senior Problem Manager Analyst
About The Position
The ITSM Senior Problem Manager Analyst leads and coordinates Problem Management activities across technology problems, from high-priority P1/P2 events to recurring P3/P4 incidents. The role governs, prioritizes, investigates, and advances problems through root-cause identification and resolution, with the goal of preventing recurrence and minimizing service disruption. It works with Technology teams, service owners, vendors, and other stakeholders to establish ownership, track corrective actions, and drive problems to closure. The position also contributes to Major Incident Management, including critical incident response and, when needed, leading virtual incident response teams. It coordinates cross-functional resources, facilitates incident bridges and response meetings, manages escalations, and ensures timely stakeholder communications. The role also enhances incident-management processes and toolsets to help reduce Mean Time to Resolution (MTTR). Responsibilities include identifying and classifying major incidents; managing incident communications and records; leading post-incident reviews; improving incident procedures and staff training; reporting on incident trends and performance; supporting root-cause analysis and corrective actions; executing and governing Problem Management processes; preparing monthly governance metrics and KPIs; and leading Problem Advisory Board meetings focused on P1 and P2 problems. The role requires a bachelor's degree in Information Technology, Computer Science, or a related field, along with experience in incident management or a related area and a strong understanding of ITSM processes and frameworks. The position is hybrid, with three days per quarter specified.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Previous experience in incident management or a related field.
- Strong understanding of ITSM processes and frameworks.
- Strong understanding of IT infrastructure, applications, and services, and familiarity with ITSM frameworks and tools.
- Proven ability to lead and coordinate cross-functional teams in high-pressure situations.
- Excellent organizational and time-management skills.
- Exceptional verbal and written communication skills, including the ability to explain complex technical information to non-technical stakeholders.
- Strong analytical and problem-solving skills, including the ability to make quick decisions under pressure in complex technology landscapes.
- Ability to review data from incidents, changes, and events and identify correlations and linkages to drive root-cause analysis and preventative measures.
- Familiarity with major incident management processes and best practices.
Nice To Haves
- ITIL certification or equivalent.
- Proficiency in ITSM tools such as ServiceNow.
- Experience with predictive analytics and AI-powered incident management tools.
- Knowledge of IT operations and infrastructure management.
- Experience leveraging data from the ServiceNow CMDB and the CSDM model.
Responsibilities
- Identify and classify major incidents based on impact and urgency, and ensure they are logged with accurate, detailed information.
- Serve as the primary point of contact for major-incident communications and provide timely updates to senior management, affected users, and external partners.
- Lead post-incident review meetings, evaluate response processes, identify improvements, and document lessons learned.
- Develop and implement strategies to improve incident management, including procedures, staff training, and use of new technologies.
- Maintain detailed major-incident records and generate reports on trends and performance metrics.
- Assist with governance and creation of root-cause analyses, and work with relevant teams to implement corrective actions and prevent recurrence.
- Manage Problem Management processes through resolution, including root-cause analysis, coordination of third-party analysis, and stakeholder communication about workaround and solution suitability.
- Provide Problem Management reporting and metrics, including KPIs, to stakeholders through monthly governance packages.
- Lead Problem Advisory Board meetings to advance P1 and P2 problems toward root-cause identification and permanent resolution, ensuring ownership, accountability, and timely action closure.
- Contribute to critical incident events and lead virtual response teams when needed; coordinate Technology and business resources, facilitate response bridges, manage escalations, and provide timely stakeholder and executive updates.
- Incorporate toolsets and functionality to enhance major incident management processes and drive reductions in MTTR.
- Review data from incidents, changes, and events to identify correlations and linkages that support root-cause analysis and preventative measures.
Benefits
- Full package of employee benefits.
- Leave programs.
- Adoption assistance.
- Student loan repayment programs.
- Annual discretionary bonus eligibility.
- Potential eligibility to participate in an incentive program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
