We are looking for an experienced ServiceNow Problem Manager to lead the Problem Management process, drive Root Cause Analysis (RCA), reduce recurring incidents, and ensure continual service improvement using ITIL best practices and the ServiceNow platform.
Key Responsibilities
Problem Management
Own the end-to-end Problem Management process.
Identify recurring incidents and raise Problem Records.
Conduct Problem Review meetings.
Facilitate Root Cause Analysis (RCA).
Track corrective and preventive actions.
Manage Known Error Database (KEDB).
Ensure timely closure of Problem Records.
Skill Requirements
ServiceNow Responsibilities
Create and manage Problem Records in ServiceNow.
Configure and maintain Problem workflows (functional/admin level).
Manage Problem Tasks.
Monitor SLA compliance for Problems.
Create dashboards and reports.
Maintain Problem knowledge articles.
Coordinate with ServiceNow administrators for enhancements.
Incident & Change Coordination
Analyze Major Incidents.
Convert recurring Incidents into Problems.
Participate in Major Incident Reviews (MIR).
Coordinate permanent fixes through Change Management.
Track Change implementation related to Problems.
Stakeholder Management
Coordinate with:
Infrastructure Teams
Application Teams
Network Teams
Database Teams
Security Teams
Business Owners
Present RCA findings to management.
Drive cross-functional resolution meetings.
Continual Service Improvement
Identify service improvement opportunities.
Reduce repeat incidents.
Improve service stability.
Monitor Problem KPIs.
Recommend automation where appropriate.
ServiceNow Skills
Problem Management Module
Incident Management
Change Management
Major Incident Management
SLA Management
Task SLA
Notifications
Reports
Dashboards
Flow Designer (basic)
Knowledge Management
CMDB (basic understanding)
Other Requirements
ITIL Knowledge
Incident Management
Problem Management
Change Enablement
Major Incident Process
RCA Techniques
Known Error Management
Continual Improvement
8–12 years in ITSM
3–5+ years in Problem Management
Experience with ServiceNow
ITIL Foundation certification preferred
Experience coordinating cross-functional technical teams
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📌 SeniorAdministrator - ServiceNow,JavaScript (India)
🏢 HCLTech
📍 India
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