ITIL Problem Management Analyst

About the Role

We are seeking an experienced ITIL Problem Management Analyst to join a growing enterprise technology organization. This individual will be responsible for driving the end-to-end Problem Management process, partnering with cross-functional teams to investigate recurring incidents, facilitate root cause analysis (RCA), and implement long-term solutions that improve system stability and operational efficiency.

This role requires a strong communicator who can effectively collaborate with technical teams, business stakeholders, and leadership while ensuring alignment with ITIL best practices.

• Own and manage the full Problem Management lifecycle, from identification and investigation through resolution and closure.
• Lead root cause analysis (RCA) efforts for recurring incidents and major outages using methodologies such as 5 Whys, Fishbone, Fault Tree Analysis, and Kepner-Tregoe.
• Partner with infrastructure, application, database, network, and business teams to identify trends and implement permanent corrective actions.
• Facilitate post-incident reviews and drive continuous improvement initiatives across the organization.
• Create and maintain problem records, known error documentation, and knowledge base articles.
• Analyze incident trends and recommend process improvements to reduce recurring production issues.
• Collaborate closely with Change Management teams to ensure long-term fixes are implemented successfully.
• Develop and present reports, metrics, and recommendations to leadership and key stakeholders.
• Ensure compliance with ITIL frameworks, operational standards, and internal processes.

• 5+ years of experience in IT Operations, ITSM, Problem Management, or a related field.
• Strong hands-on experience with ITIL Problem Management processes and best practices.
• Experience leading and documenting Root Cause Analyses (RCA) for critical incidents.
• Experience working with Service Now or other ITSM platforms.
• Strong understanding of Incident, Problem, and Change Management processes.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

• ITIL certification (v3 or v4) preferred.
• Experience with reporting, analytics, and operational metrics.
• Background supporting enterprise infrastructure, applications, or production support environments.
• Experience facilitating discussions with both technical and non-technical audiences.