Problem Management Specialist
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Job Description
Problem Management Specialist coordinating root-cause investigations and corrective actions. Improving reliability across Vantage’s hyperscale data center operations.
Responsibilities:
- Manage the end-to-end Problem Management lifecycle for qualifying Site Operations incidents
- Facilitate structured root cause analysis with Site Operations and technical stakeholders
- Coordinate corrective and preventive actions across Site Operations, Reliability Engineering, the Operations Management Center, Automation Systems, Security, vendors, and support teams
- Maintain accurate and auditable Problem, task, known-error, workaround, outage, work order, and change information in ServiceNow
- Support post-incident follow-up for Site Operations P1 and P2 events
- Analyze recurring incidents, failure modes, cause codes, and cross-site trends to identify systemic risks
- Publish lessons learned, known errors, workarounds, and validated corrective actions
- Participate in process improvement, automation, tools implementation, and QA testing
- Review incidents and initiate Problem records when root cause analysis or recurrence prevention is required
- Plan and facilitate root cause analysis sessions
- Document problem statements, impacts, contributing factors, root causes, cause codes, workarounds, known errors, lessons learned, and recommended actions
- Create, assign, and track problem tasks, corrective and preventive actions, work orders, and change requests through closure
- Monitor records and actions for aging, service-level performance, overdue commitments, dependencies, and risks
- Prepare internal, executive, and customer-facing RCA reports, status updates, governance metrics, and trend summaries
- Develop and maintain Problem Management procedures, templates, quality standards, dashboards, training materials, and governance routines
- Define reporting, workflow, automation, and data-quality requirements and support testing and implementation improvements in ServiceNow and related tools
Requirements:
- Demonstrated experience applying ITIL Problem Management principles, including problem identification, root cause analysis, known-error management, corrective-action tracking, and formal closure
- Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience
- 3 years of experience in Problem Management or equivalent supporting function
- Hands-on experience managing Problem records, problem tasks, known errors, workarounds, and related incident and change records in ServiceNow or a comparable IT service management platform or CMMS
- Ability to facilitate structured investigations with technical and operational teams
- Working knowledge of root cause analysis methods such as the 5 Whys, causal-factor analysis, fault-tree analysis, and fishbone diagrams
- Strong organizational, written, and verbal communication skills
- Experience coordinating multiple action owners, dependencies, due dates, service-level commitments, and escalations across concurrent investigations
- Ability to translate complex technical findings into concise root cause analysis reports, executive updates, customer communications, and lessons learned
- Ability to work effectively with cross-functional teams, engineering, service management, vendors, and business stakeholders
- Advanced skills in Microsoft Office 365: Excel, Word, PowerPoint, Project, and Visio
- Data Center, high-tech, or rapid-growth industry experience strongly preferred but not required
- Up to 5% travel required
Benefits:
- Bonus eligibility
- Medical, dental, and vision coverage
- Life and AD&D coverage
- Short- and long-term disability coverage
- Paid time off
- Employee assistance program
- 401(k) program with company match
- Additional voluntary benefits
- Above-market total compensation package
- Recognition, training, and development opportunities
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