IT Problem Management

4+ years of experience in IT Problem Management Bachelor's degree Ability to work in challenging and often ambiguous environments Proficiency in ServiceNow modules (Incident, Change, Problem, Knowledge Management, Reporting) Strong experience in Root Cause Analysis (RCA) Ability to understand and analyze complex technical issues Excellent communication skills Strong Excel and PowerPoint skills Data-driven mindset with the ability to manipulate, analyze, and interpret data Experience in IT Major Incident Management ITIL Foundation Certification Knowledge of AI-enabled ITSM and automation tools (ServiceNow Predictive Intelligence, Virtual Agents, Copilot, etc.) Lead Root Cause Analysis (RCA) and problem remediation efforts Ensure implementation of permanent fixes in production environments Improve system availability, stability, and performance Identify trends and recurring issues through data analysis Collaborate with cross-functional technical teams to resolve complex issues Develop re...