Senior Staff Problem Manager
Core
Drive root cause investigations for high-impact escalated issues, collaborate with cross-functional teams to resolve problems, and implement evidence-driven process improvements.
Role type
Senior Staff Problem Manager (IC)
Builds
Problem management processes, data models, and reporting tools
Domain
IT Service Management (ITSM) / Enterprise Software
Required skills
Root cause analysis, Problem management methodologies, ITSM tools, JavaScript/Python scripting, Cross-functional collaboration, Prioritization and planning
Preferred skills
ITIL certification (v3), Change/Incident/Problem Management knowledge, Java programming, Compliance and regulatory standards understanding
Technologies
ServiceNow platform, JavaScript, Python, Java
Responsibilities
Conduct root cause analysis for high-visibility escalated issues, Collaborate with development and support teams to achieve resolutions, Prioritize and execute problem remediation plans, Design and implement process improvement initiatives, Contribute to problem management process design and data modeling
Seniority
Senior Staff, hands-on IC
