Process Analyst - Incident & Problem Management

Key Responsibilities

· 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.

Preferred Attributes

· 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.

Preferred Qualifications

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