Problem Manager

Key Responsibilities

• Lead root cause analysis (RCA) for major incidents and recurring issues within required timelines.
• Maintain and update the Known Error Database (KEDB) and problem records within ServiceNow.
• Analyze incident trends to identify systemic issues and recommend preventive actions.
• Cook up and implement permanent fixes in coordination with Incident, Change, and Configuration Management.
• Develop knowledge articles to reduce repeat incidents and improve Tier 1/2 resolution rates.
• Conduct regular problem review meetings and report performance metrics to stakeholders.
• Support continuous service improvement initiatives aligned with FPAC service desk objectives.

Required Skills And Qualifications

• Bachelor's degree in Information Technology or related field.
• 2+ years of experience in Problem Management within enterprise IT environments.
• Strong knowledge of ITIL Problem Management processes and best practices.
• Experience with ITSM platforms (e.g., ServiceNow).
• Strong analytical, documentation, and communication skills.
• Public Trust clearance eligibility.

Desired Skills And Qualifications

• ITIL v3 or v4 certification.
• Experience supporting federal IT environments (USDA or similar).

Pay

Competitive compensation offered.

Schedule

Full-time position.

Benefits

Healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.