We are seeking an experienced IT Problem Management professional to support enterprise ITSM operations within a large and fast-paced environment. This individual will play a key role in driving root cause analysis, coordinating remediation efforts, managing Problem records in ServiceNow, and partnering with internal technology teams and vendors to reduce recurring incidents and improve operational stability. This role requires strong communication skills, ownership mentality, and the ability to independently drive Problem Management activities from initiation through resolution. Responsibilities • Lead and coordinate Problem Management activities across technology teams and vendors • Drive root cause analysis (RCA) efforts and facilitate Problem Review calls • Manage the lifecycle of Problem records within ServiceNow • Track remediation actions and follow up with stakeholders to ensure timely completion • Document meeting outcomes, action plans, and ongoing status updates • Partner with Incident Management, Change Management, and IT Operations teams • Support continuous improvement initiatives across ITSM processes • Assist with Major Incident activities when required • Produce operational reporting and governance updates related to Problem Management Required Experience • 4+ years of experience in IT Problem Management, Major Incident Management, or ITSM Operations • Strong understanding of ITIL-based Problem Management processes • Hands-on experience working within ServiceNow (Problem, Incident, Change modules) • Experience facilitating RCA / Problem Review discussions across technical teams • Strong communication, organization, and follow-up skills • Ability to work independently and manage multiple priorities in a fast-paced environment Preferred Qualifications • Experience supporting enterprise or highly regulated environments • Familiarity with observability, event management, or monitoring platforms • Jira experience • Exposure to AI-enabled ITSM capabilities, predictive intelligence, or automation tools • ITIL Foundation certification Additional Information Fully remote within the United States Initial 12-month contract engagement