Problem Manager

Role overview

This opportunity is for a Problem Manager in the United States, offered through a partner employer that handles the application process and subsequent hiring steps. The role centers on improving the stability, dependability, and overall performance of essential IT services in a federal setting.

You will guide enterprise-level Problem Management efforts by investigating the underlying causes of repeat incidents, coordinating durable corrective measures, and supporting ongoing service improvement across several IT functions. The position blends analytical issue resolution, process oversight, and collaboration with stakeholders to deliver measurable operational gains. It suits professionals with strong ITIL knowledge who prefer preventing future disruptions over simply resolving current ones.

You will work in a team-oriented environment that emphasizes operational excellence and continuous improvement.

Key accountabilities

• Direct root cause analysis for serious incidents and recurring service disruptions, making sure the true source of the issue is identified quickly.
• Own the complete problem record process, keeping records accurate and updated in the Known Error Database and IT service management tools.
• Review incident patterns and operational information to uncover recurring weaknesses and propose preventive actions.
• Partner with Incident, Change, and Configuration Management teams to drive permanent resolutions and limit repeat outages.
• Create and update knowledge content that helps improve resolution quality and strengthens Tier 1 and Tier 2 support.
• Run regular problem review sessions, share findings, and present performance updates to technical groups and stakeholders.
• Support continuous service improvement by finding ways to raise service reliability, increase efficiency, and improve operational workflows.

Requirements

• A bachelor’s degree in Information Technology or a closely related discipline is required.
• At least 2 years of hands-on Problem Management experience in an enterprise IT environment.
• Strong working knowledge of ITIL Problem Management principles, procedures, and best practices.
• Practical experience with IT service management platforms such as ServiceNow.
• Excellent analytical ability, troubleshooting capability, documentation discipline, and communication skills.
• Ability to assess operational data, spot trends, and implement long-term corrective solutions.
• Must be eligible to obtain and retain a U.S. Government Public Trust clearance.
• ITIL v3 or ITIL 4 certification is preferred.
• Prior experience supporting federal IT environments is an added advantage.
• Applicants must be U.S. citizens or permanent residents.

Benefits and additional information

• Competitive pay package.
• Health coverage begins on the first day of employment.
• Paid training plus ongoing professional development support.
• Commuter benefits are available.
• Flexible, supportive team culture with a healthy work-life balance.
• The role offers a chance to contribute to mission-critical federal technology work.
• Career advancement opportunities are available within a growing organization.

Application and hiring process

Applications are reviewed through an AI-assisted matching workflow designed to screen candidates against the role’s core requirements in a quick and objective manner. The strongest matches are shortlisted and forwarded to the hiring company, which manages interviews, assessments, and all final hiring decisions.

Data privacy notice

By applying, you agree that your personal data may be processed to assess your candidacy and shared with the hiring employer as part of pre-contractual steps and legitimate-interest processing under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to this processing at any time.

Artificial intelligence tools may also be used to assist parts of the recruitment workflow, such as application review, resume analysis, response evaluation, and the detection of potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. You may request further information about data handling if needed.