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Problem Manager – ITIL, ServiceNow, Root Cause Analysis
ConduentProblem Manager leading RCA, ServiceNow Problem Management, and remediation for Conduent’s enterprise technology services. Improving reliability through governance, metrics, automation, and incident prevention.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL Problem Management and Incident Management, with a strong focus on conducting Root Cause Analysis and driving service reliability improvements. Proficient in utilizing ServiceNow for documentation and reporting, while effectively communicating with executive stakeholders.
Highest-signal resume keywords
ITIL Problem ManagementRoot Cause AnalysisServiceNowOperational ReportingCloud Networking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
5 Whys InvestigationOperational AnalyticsPerformance TroubleshootingAPI UnderstandingCI/CDVirtualization (VMware, Hyper-V)Storage Performance (SAN, NAS)Networking (Routing, Switching, VLANs)Cloud Platforms (AWS, Microsoft Azure)Documentation
Soft Skills
Analytical SkillsFacilitation SkillsStakeholder ManagementInfluencing SkillsCommunication Skills
Tools & Technologies
ServiceNowMonitoring ToolsDashboardsAI-Assisted ToolsExecutive Dashboards
Certifications & Qualifications
ITIL Foundation
Industry Keywords
IT OperationsIncident ManagementMajor Incident ManagementOperational GovernanceService Reliability
Tech Stack
Tools & technologiesAWSAzureCloudDistributed SystemsDNSFirewallsITSMLinuxMicroservicesServiceNowSwitchingVMware
About the role
Key responsibilities & impact- Facilitate timely 5 Whys Root Cause Analysis sessions for P1 incidents and recurring P2 incidents
- Review system logs, monitoring tools, dashboards, and change records to establish timelines and contributing factors
- Use AI-assisted tools for incident investigations, timeline generation, RCA documentation, and knowledge capture
- Document root causes and corrective actions in ServiceNow Problem Management records
- Lead the end-to-end Problem Management lifecycle from investigation through closure
- Partner with technical teams to create Remediation Action Plans
- Track remediation, escalate risks, and hold stakeholders accountable
- Validate solutions address root causes and prevent recurrence
- Measure and report service reliability, operational risk, and incident recurrence improvements
- Identify recurring patterns across infrastructure, cloud, application, and network incidents
- Drive proactive problem identification and long-term service improvements
- Recommend monitoring enhancements, automation opportunities, and architectural improvements
- Facilitate weekly Problem Review meetings
- Maintain executive dashboards and Problem Management reporting
- Deliver executive-ready summaries and status updates
- Produce RCA reports for customers and senior leadership
- Improve governance processes, operational standards, runbooks, and reporting practices
- Champion automation and AI-enabled workflows
Requirements
What you’ll need- 7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines
- Strong understanding of ITIL Problem Management, Incident Management, and operational governance
- Experience conducting Root Cause Analysis, 5 Whys investigations, and post-incident reviews
- Hands-on experience with ServiceNow or comparable ITSM platforms
- Strong analytical, documentation, facilitation, and stakeholder management skills
- Ability to influence cross-functional teams and drive accountability without direct authority
- Experience creating executive-level communications, dashboards, and operational reporting
- Broad technical understanding across enterprise technology environments
- Knowledge of Windows and Linux platforms
- Knowledge of VMware and Hyper-V virtualization
- Understanding of performance troubleshooting for CPU, memory, storage, and I/O
- Knowledge of SAN and NAS environments and storage performance, redundancy, and resiliency concepts
- Knowledge of routing, switching, VLANs, DNS, firewalls, load balancing, packet flow, latency, and packet loss
- Knowledge of AWS and Microsoft Azure, including cloud networking, compute, identity, and storage
- Understanding of APIs, microservices, distributed systems, CI/CD, deployment pipelines, application defects, configuration drift, and dependencies
- ITIL Foundation or higher certification preferred
- Experience supporting large-scale enterprise environments preferred
- Experience with operational analytics, trend analysis, and KPI reporting preferred
- Exposure to automation, AI-enabled workflows, or AIOps preferred
- Experience with executive stakeholders and client-facing incident communications preferred
Benefits
Comp & perks- Health insurance coverage
- Voluntary dental and vision programs
- Life and disability insurance
- Retirement savings plan
- Paid holidays
- Paid time off (PTO) or vacation and/or sick time
- Potential eligibility for a bonus or incentive based on business need