SME - Problem Management, ServiceNow
Philippines
Job Description
SME - Problem Management, ServiceNow
Others, Metro Manila
Job Summary
The Problem Manager is responsible for leading ITIL Problem Management processes to minimize the impact of incidents, identify root causes, and prevent recurrence. The role ensures proactive and reactive problem handling, improves service stability, and drives continuous improvement across IT services.
Key Responsibilities
Problem Management Execution Perform proactive and reactive problem management activities. [Problem Ma...agement JD | Word] Identify, log, categorize, prioritize, and manage problems through closure. [Hi All, W...Manager | Viva Engage] Ensure timely progression of problems with defined SLAs and priorities. [Problem Ma...t SME - JD | Word] 2. Root Cause Analysis (RCA) Conduct detailed RCA for major and recurring incidents. [Problem Ma...agement JD | Word] Use structured techniques such as trend analysis and historical data evaluation to predict future issues. [Problem Ma...t SME - JD | Word] Identify underlying causes and eliminate recurring incidents. [Hi All, W...Manager | Viva Engage] 3. Known Error & Knowledge Management Maintain and update Known Error Database (KEDB) and workarounds. [Problem Ma...agement JD | Word] Ensure documentation of resolutions, fixes, and preventive measures. [Problem Ma...agement JD | Word] 4. Incident & Change Management Integration Work closely with Incident, Change, and Configuration Management teams. [Hi All, W...Manager | Viva Engage] Raise change requests to eliminate known problems and deploy permanent fixes. [Hi All, W...Manager | Viva Engage] 5. Governance & Process Compliance Ensure Problem Management processes adhere to ITIL standards. [Hi All, W...Manager | Viva Engage] Monitor SLA compliance, escalation adherence, and quality of problem records. [Problem Ma...agement JD | Word] Conduct and chair Problem Review meetings and Post Incident Reviews (PIRs). 6. Reporting & Analytics Prepare KPI reports, trend analysis, and performance dashboards. [Problem Ma...t SME - JD | Word] Analyze historical data to identify patterns and prevent future incidents. [Hi All, W...Manager | Viva Engage] 7. Continuous Service Improvement (CSI) Develop service improvement plans based on problem trends. [Problem Ma...t SME - JD | Word] Promote process optimization and operational excellence across teams. [Problem Ma...t SME - JD | Word] 8. Stakeholder & Team Coordination Coordinate across cross-functional teams, SMEs, and support groups. [Problem Ma...t SME - JD | Word] Provide clear communication to stakeholders on problem status and resolution progress. [IHG GSS CS...em Manager | Outlook]
Skill Requirements
Technical & Functional Skills Strong knowledge of ITIL Problem Management processes. [Hi All, W...Manager | Viva Engage] Experience with ServiceNow or similar ITSM tools. [IHG GSS CS...em Manager | Outlook] Understanding of cloud, application, and infrastructure environments. [Problem Ma...t SME - JD | Word] Expertise in data analysis, trend identification, and reporting (Excel, dashboards)
Other Requirements
Strong problem-solving and root cause analysis capabilities. [IHG GSS CS...em Manager | Outlook] Ability to translate complex technical problems into clear insights
Excellent communication and stakeholder management skills. [IHG GSS CS...em Manager | Outlook]\\\\r\\\\nAbility to collaborate across multiple teams and drive outcomes. [Problem Ma...t SME - JD | Word]\\\\r\\\\nStrong organizational and prioritization skills.
Information at a Glance