ITSM Problem Management Specialist

2 weeks ago

Pierre, South Dakota, United States CAI Full time

Job ID Number

R3460

Employment Type

Full time

Worksite Flexibility

Remote

Position Overview

As a Problem Management Process Consultant, you will play a crucial role in supporting our ServiceNow ITSM systems and processes specifically focused on Problem Management.

Key Responsibilities

As a dedicated Problem Management Process Consultant, your responsibilities will include:

  • Conducting thorough process analysis, mapping, and root cause investigations to clarify business requirements and challenges.
  • Enhancing and continuously refining Problem Management processes to drive efficiency.
  • Collaborating with stakeholders to gather business needs and implement effective solutions across various systems.
  • Performing detailed root cause analyses.
  • Managing problems from inception to resolution, ensuring all action items are addressed.
  • Documenting and maintaining comprehensive business system documentation and records.
  • Assisting with system testing to ensure that enhancements and integrations function accurately and efficiently.
  • Contributing to the creation and upkeep of process documentation and training materials.
  • Acting as a point of escalation for complex issues, working collaboratively with team members to resolve challenges.

Qualifications

Required:

  • Bachelor's degree with a minimum of 5 years of relevant experience.
  • Extensive experience in Problem Management, including facilitating root cause analysis and developing supporting documentation.
  • Solid understanding of ITSM applications and processes.
  • Strong analytical and problem-solving skills to develop technology solutions that address business challenges effectively.
  • Experience in extracting and analyzing data sets for continuous process improvement.
  • Excellent verbal and written communication skills.
  • A collaborative team player with a strong work ethic, adaptability, and the ability to shift priorities quickly.
  • Exceptional organizational skills and attention to detail, capable of managing multiple tasks simultaneously.

Preferred:

  • ServiceNow Admin (or higher) certifications are desirable but not mandatory with equivalent experience.
  • Familiarity with ITIL concepts and IT Service Management practices (ITIL v3 certification is a plus).
  • Understanding of Agile methodologies, particularly SCRUM.

Physical Requirements

  • Ability to perform essential job functions safely and successfully.
  • Primarily sedentary work involving sitting or remaining stationary for extended periods, with occasional movement for meetings.
  • Capacity to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Equal Employment Opportunity Policy Statement

CAI is committed to ensuring equal employment opportunities for all employees and applicants, without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran. We actively promote affirmative action to employ and advance in employment all individuals, basing all employment decisions solely on valid job requirements.

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