ITSM Change and Problem Manager
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Job Description
ITSM Change & Problem Manager owning ITIL-aligned change governance and root cause analysis. Improving operational stability across global infrastructure, security, application, and service desk teams.
Responsibilities:
- Own the end-to-end change management process, from request intake through review, approval, scheduling, and post-implementation review.
- Chair the Change Advisory Board (CAB), facilitating risk assessment, impact analysis, and change scheduling.
- Evaluate change requests for completeness, risk, rollback viability, and business impact.
- Maintain the forward schedule of change and drive continuous reduction of failed and emergency changes.
- Report on change KPIs, including change success rate, emergency change ratio, and change-related incidents.
- Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents.
- Facilitate RCA sessions using 5 Whys, Ishikawa/fishbone, and Kepner-Tregoe techniques.
- Maintain the known error database (KEDB) and track workarounds and permanent fixes.
- Partner with engineering and operations teams to prioritize and remediate problem records.
- Analyze incident trends to proactively identify systemic issues before they escalate.
- Continuously improve ITSM processes, tooling, and documentation.
- Produce metrics, dashboards, and executive reporting on change and problem performance.
- Coordinate across infrastructure, security, application, and service desk teams.
Requirements:
- 5+ years in IT service management, with demonstrated ownership of change and/or problem management processes.
- ITIL 4 Foundation certification required.
- ITIL Intermediate/Managing Professional or Specialist modules strongly preferred.
- Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, or similar).
- Proven experience facilitating CAB and RCA sessions with technical and business stakeholders.
- Strong analytical skills and familiarity with root cause analysis methodologies.
- Excellent written and verbal communication, including executive-level reporting.
- Experience in a regulated or high-availability environment preferred.
- Familiarity with major incident management and its handoff to problem management preferred.
- Data analysis / reporting skills (Power BI, SQL, or equivalent) preferred.
- Additional certifications: ITIL Managing Professional, DevOps, or project management (PMP/PRINCE2) preferred.
- Process discipline, stakeholder management, risk-based decision making, attention to detail, and a proactive, continuous-improvement mindset.
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