ITSM Change & Problem Manager

We are seeking an experienced ITSM professional to own and mature our Change Management and Problem Management practices in alignment with ITIL 4 best practices. This role drives operational stability by minimizing change-related disruptions and eliminating recurring incidents through rigorous root cause analysis.

Key Responsibilities

Change Management

• 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 (change success rate, emergency change ratio, change-related incidents).

Problem Management

• Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents.
• Facilitate RCA sessions using structured techniques (5 Whys, Ishikawa/fishbone, Kepner-Tregoe).
• 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.

General

• 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.

• 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.

Preferred Qualifications

• Experience in a regulated or high-availability environment.
• Familiarity with major incident management and its handoff to problem management.
• Data analysis / reporting skills (Power BI, SQL, or equivalent).
• Additional certifications: ITIL Managing Professional, DevOps, or project management (PMP/PRINCE2).

Key Competencies

Process discipline, stakeholder management, risk-based decision making, attention to detail, and a proactive, continuous-improvement mindset.