Senior ITSM Process Engineer, Digital Technology Problem Management

ServiceNow - Addison, TX

Full-time - Mid Level

Addison, TX

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The ServiceNow Staff Analyst, Digital Technology ITSM Problem Management plays a crucial role in minimizing the adverse impact of incidents and problems on the organization. This position is responsible for driving incident and problem reduction across the Digital Technology organization, ensuring timely resolution of IT problems, and enhancing service quality through continuous improvement efforts.

Responsibilities

• Work diligently to find solutions to problems, coordinating with technical experts if necessary.
• Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.
• Analyze incident data to identify trends and potential problems before they escalate.
• Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.
• Continuously seek opportunities to improve system performance by addressing underlying problems.
• Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented.
• Provide guidance and training to other IT staff on best practices related to problem management.
• Mentor team members and share knowledge to enhance problem-solving skills within the organization.
• Understand the impact of recurring problems on customers and end-users.
• Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements.

Requirements

• Bachelor's degree in Information Technology
• ITIL V3 or V4 Certification
• A minimum of 10+ years related experience working in large, global, technology functions.
• 5+ years of experience coordinating all aspects of problem management activities.
• Strong technical background with a deep proficiency of IT infrastructure and application development.
• Demonstrable experience in problem management and incident management.
• Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).
• Experience with ServiceNow products and services.
• Excellent analytical and problem-solving skills.
• Excellent communication skills to convey results to different levels of leadership.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.

Nice-to-haves

• Experience in a similar role within a technology-driven organization.
• Familiarity with agile methodologies and practices.

Benefits

• Flexible work arrangements
• Professional development opportunities
• Inclusive work environment
• Health and wellness programs