ServiceNow Problem Management Specialist
Company: Stefanini Group
Location: Charlotte
Posted on: April 1, 2026
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Job Description:
Job Description Stefanini Group is looking for a ServiceNow
Problem Management Specialist - Remote for a globally recognized
company! For interested applicants, click the apply button or you
may reach out Micah Andres at (248)
386-7399/Micah.Andres@Stefanini.com for faster processing. Thank
you! Summary: Seeking an experienced Problem Management
professional to lead root-cause analysis, trend identification, and
permanent remediation of recurring IT incidents. The role requires
strong ServiceNow experience-particularly with the Problem
Management module and related ITSM processes-excellent analytical
skills, stakeholder management, and the ability to drive
cross-functional resolution actions to reduce incident volume and
improve service reliability. Key responsibilities: Problem
Management process: detection, logging, investigation, RCA,
workaround identification, known error record creation, and
closure. Use ServiceNow to create, manage and update Problem
records, Known Error records, and Problem Tasks; ensure accurate
categorization, priority, impact, and lifecycle tracking. Perform
root cause analysis (RCA) using structured techniques (e.g., 5
Whys, Fishbone/Ishikawa, Fault Tree Analysis) and document findings
in ServiceNow and knowledge base. Drive remediation activities by
coordinating with Incident, Change, Configuration Management,
engineering, and product teams; raise and follow-up on Change
Requests when required. Proactively analyze incident, event and CI
data to identify trends and early-warning indicators; recommend
preventive measures. Maintain and improve Problem Management
metrics and dashboards in ServiceNow (MTTR, mean time to identify
root cause, number of recurring incidents, percentage of problems
closed with permanent fix, backlog). Manage problem prioritization
and SLAs; escalate and communicate status to stakeholders and
leadership. Ensure Problem-to-Change and Problem-to-Knowledge
integration in ServiceNow; maintain Known Error database (KEDB).
Required qualifications and skills: 3 years' experience in Problem
Management, Problem Analyst, or similar ITSM role. Hands-on
experience with ServiceNow ITSM, especially Problem Management,
Incident Management, Change Management, KEDB, and
reporting/dashboards. Proven track record performing RCAs and
producing remediation plans that reduced incident recurrence. Solid
understanding of ITIL v3/v4 principles and best practices. Strong
analytical skills, comfortable with metrics, root-cause techniques,
and trend analysis. Excellent written and verbal communication;
experience leading cross-functional meetings and presenting
findings to technical and non-technical stakeholders. Experience
integrating ServiceNow workflows with monitoring/alerting tools,
CMDB/CI data and automation (preferred). Ability to prioritize
competing problems under SLA pressure. LI-MA1 LI-REMOTE
Keywords: Stefanini Group, Greensboro , ServiceNow Problem Management Specialist, IT / Software / Systems , Charlotte, North Carolina
