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

Job 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

We are seeking a dedicated Problem Management Process Consultant to act as a primary resource for IT Service Management systems and processes, with a specialization in Problem Management. This is a full-time, remote, and long-term contract position.

Core Duties Include:

  • Conducting process analysis, mapping, and root cause investigations to identify business needs and challenges.
  • Enhancing and continuously refining Problem Management processes.
  • Collaborating with stakeholders to gather business requirements and implement effective solutions across various systems.
  • Performing thorough root cause analysis.
  • Managing problems from initiation 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 operate accurately and efficiently according to business specifications.
  • Contributing to the creation and upkeep of process documentation and training materials.
  • Serving as a point of escalation for complex issues, working closely 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 creating supporting documentation.
  • Solid understanding of ITSM applications and processes.
  • Strong analytical and problem-solving skills to develop technology solutions that effectively address business challenges.
  • Experience in data extraction and analysis to drive 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 as needed.
  • Exceptional organizational skills and attention to detail, capable of managing multiple tasks simultaneously.

Preferred:

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

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 around the workspace for meetings.
  • Capability to perform repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Equal Employment Opportunity Policy Statement

CAI is committed to maintaining a workplace free from 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 strive to take affirmative action to employ and advance in employment all individuals, ensuring that all employment decisions are based solely on valid job requirements.

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