Problem Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Problem Manager based in the United States.
This role offers the opportunity to lead enterprise Problem Management initiatives that improve the stability, reliability, and performance of critical IT services within a federal environment. You will be responsible for identifying the root causes of recurring incidents, coordinating long-term corrective actions, and driving continuous service improvement across multiple IT disciplines. Working closely with Incident, Change, and Configuration Management teams, you will help reduce operational risk and strengthen service delivery. The position combines analytical problem-solving, process governance, and stakeholder collaboration to deliver measurable operational improvements. It is ideal for professionals with strong ITIL expertise who are passionate about preventing issues rather than simply resolving them. You'll join a collaborative environment focused on operational excellence and continuous improvement.
Accountabilities:
- Lead root cause analysis (RCA) activities for major incidents and recurring service issues, ensuring timely identification of underlying causes.
- Manage the full lifecycle of problem records, maintaining accurate documentation and updates within the Known Error Database (KEDB) and IT service management platform.
- Analyze incident trends and operational data to identify systemic issues and recommend preventive solutions.
- Collaborate with Incident, Change, and Configuration Management teams to coordinate permanent fixes and minimize recurring disruptions.
- Develop and maintain knowledge articles that improve issue resolution and enhance Tier 1 and Tier 2 support capabilities.
- Facilitate regular problem review meetings, communicate findings, and report performance metrics to technical teams and stakeholders.
- Drive continuous service improvement initiatives by identifying opportunities to enhance IT service reliability, efficiency, and operational processes.
- Bachelor's degree in Information Technology or a related field.
- Minimum of 2 years of experience in Problem Management within an enterprise IT environment.
- Strong understanding of ITIL Problem Management principles, processes, and best practices.
- Hands-on experience using IT service management platforms such as ServiceNow.
- Excellent analytical, troubleshooting, documentation, and communication skills.
- Ability to interpret operational data, identify trends, and implement effective long-term solutions.
- Eligibility to obtain and maintain a U.S. Government Public Trust clearance.
- ITIL v3 or ITIL 4 certification is preferred.
- Experience supporting federal IT environments is considered an advantage.
- Must be a U.S. citizen or permanent resident.
- Competitive compensation package.
- Healthcare benefits starting on the first day of employment.
- Paid training and ongoing professional development opportunities.
- Commuter benefits.
- Supportive work-life balance and collaborative team environment.
- Opportunity to contribute to mission-critical federal technology initiatives.
- Career growth opportunities within a growing organization.