Process Analyst - Incident & Problem Management

 

 

 

Responsible for driving the end-to-end Problem Management process within an enterprise IT environment, ensuring recurring incidents are identified, investigated, and permanently resolved to improve service stability and reduce business impact. Act as the central coordinator across technology teams, facilitating swift decision-making, confident stakeholder communication, and continuous service improvement through process optimization and AI-driven automation initiatives.

· Manage the complete lifecycle of Problem Records in ServiceNow, ensuring adherence to ITIL Problem Management practices.

· Lead weekly Problem Review and RCA meetings, driving discussions, tracking action items, and ensuring timely progress toward permanent resolution.

· Review Major Incidents and recurring issues to identify Problem candidates, validate RCA quality, and ensure proper linkage between Incidents, Problems, and Changes.

· Monitor Problem records for SLA compliance, governance standards, documentation quality, and Risk Acceptance requirements.

· Analyze incident trends and operational data to identify proactive Problem opportunities and recommend continuous service improvements.

· Develop dashboards, KPIs, executive reports, and monthly insights using ServiceNow Performance Analytics to measure Problem Management effectiveness.

· Drive process improvements by implementing automation, leveraging AI capabilities (such as ServiceNow AI/Now Assist), and enhancing workflows to improve operational efficiency and documentation quality.

· Prepare and present service resilience updates, Problem Management metrics, and improvement recommendations to technical teams and leadership.

· Maintain governance artifacts including SOPs, meeting minutes, process documentation, and communication templates.

· Excellent verbal and written communication with the ability to confidently facilitate technical discussions and engage stakeholders at multiple levels.

· Ability to coordinate and influence cross-functional teams to achieve common operational goals.

· Ability to understand business needs and translate them into practical technical and process improvement solutions.

· Willingness to learn new ServiceNow modules, platform capabilities, and emerging AI technologies.

· Professional, collaborative, and delivery-focused approach with a continuous improvement mindset.

ITIL V3 or V4 certified

Hands-on experience with Problem Manager process in ServiceNow

3+ years of experience in Problem Management with exposure to Incident Management

 

 

 

Comprehensive health insurance coverage for employees, with options to extend coverage to dependents

Paid time off and company holidays, along with additional leave benefits as per policy

Flexible work arrangements, supporting work-life balance

Learning and development opportunities to support continuous growth and upskilling

Employee wellness initiatives and programs focused on physical and mental well-being

Retirement and statutory benefits in line with India regulations

Inclusive and people-first culture, with a strong focus on collaboration and ownership