Lead IT Analyst - Problem Management & IRM

Job Description – Lead IT Analyst - Problem Management & IRM 

The Lead IT Analyst is responsible for leading the Problem Management & Incident Response Management area to proactively and reactively reduce and mitigate the impact and recurrence of incidents, improve service stability, and protect business outcomes. The role applies ITIL v4 Problem Management principles, data‑driven analysis, and AI‑enabled insights to identify systemic issues, drive effective root‑cause analysis, and ensure corrective and preventive actions are implemented and measured. By leveraging KPIs, analytics, and continual improvement practices, the role partners with Service Owners, Application teams, and IT leadership to enhance operational resilience, increase transparency, and continuously improve service quality

Responsibilities

A) Problem Management (Proactive & Reactive)

• Align Problem Management activities to ITIL v4 practices by reinforcing the distinction between incidents and problems, focusing on value creation through prevention of recurring incidents and reduction of business impact.
• Strengthen proactive Problem Management by leveraging trend analysis, event data, and historical incident patterns to identify and prioritize systemic issues, in alignment with ITIL v4’s prevention and continual improvement principles.
• Standardize Root Cause Analysis (RCA) using ITIL v4–aligned techniques (e.g., 5 Whys, Ishikawa) to ensure consistent identification of root causes, contributing factors, and measurable corrective and preventive actions.
• Leverage AI-driven analytics to detect recurring patterns, correlations, and early warning indicators across incident and event data, enabling predictive identification of problems and earlier risk mitigation.
• Reinforce governance and accountability by ensuring each problem record has a clearly assigned owner, defined outcomes, and verified closure based on effectiveness of preventive actions.
• Embed continual improvement by systematically feeding lessons learned, AI insights, and KPI results back into operational practices in line with ITIL v4’s Continual Improvement Model.

B) Analytics, Reporting & Tooling

• Enhance ServiceNow Problem Management reporting by defining ITIL v4–aligned KPIs such as repeat incident rate, problem backlog health, RCA cycle time, and preventive action effectiveness.
• Utilize AI-enabled analytics and dashboards to surface trends, predict high-risk services, and support data-driven prioritization of problems.
• Create ServiceNow dashboards to provide transparent, role-based visibility into Problem Management performance and business impact.
• Strengthen knowledge management by maintaining accurate problem records, known errors, and lessons learned to support faster diagnosis and prevention.

C) Governance, Compliance & Continuous Improvement

• Ensure Problem Management governance aligns with ITIL v4 guiding principles, internal standards, and audit requirements.
• Use KPI trends and AI insights to identify improvement opportunities and prioritize continual service improvement initiatives.
• Promote cross-functional collaboration and process adherence through regular reviews, coaching, and maturity assessments.
• Continuously evolve Problem Management practices by incorporating industry best practices, automation, and predictive analytics.

D) Incident Response Management (IRM)

• Own and drive the IT Business Recovery Management (BRM) program globally across the organization.
• Drive effective leadership of high‑severity incidents (P1/P2) in alignment with Incident & Recovery Management governance. 
• Ensure end‑to‑end accountability for recovery execution, incident timelines, and accurate records in ServiceNow. 
• Govern escalation rigor, recovery decisions, and stakeholder engagement to minimize business impact. 
• Establish and enforce ITSM standards, MOS adherence, and recovery governance across teams. 
• Own Incident management improvements and drive MOS towards the reduction of the incidents.
• Provide clear, calm, and authoritative communication to senior leadership during major incidents and recovery events. 
• Lead post‑incident recovery reviews, ensuring root causes are addressed and recovery gaps are eliminated. 
• Drive continuous improvement of recovery processes, documentation, and readiness through lessons learned. 
• Own recovery and incident metrics (MTTR, SLA, repeat incidents) and translate insights into resilience improvements. 
• Act as the single‑point leader and trusted advisor for Business Recovery and Incident Readiness across IT.
• Provide functional leadership to IT Analysts supporting Incident and Recovery Management.
• Coach and mentor team members, building depth and succession.
• Act as a primary point of contact for senior leadership, business stakeholders, vendors, and audit teams.
• Influence global teams across applications, infrastructure, network, and security without direct authority.
• Champion a culture of ownership, accountability, and learning.

E) Leadership & Stakeholder Management

• Provide functional leadership to IT Analysts supporting Incident and Recovery Management.
• Coach and mentor team members, building depth and succession.
• Act as a primary point of contact for senior leadership, business stakeholders, vendors, and audit teams.
• Influence global teams across applications, infrastructure, network, and security without direct authority.
• Champion a culture of ownership, accountability, and learning.

Required Qualifications

• Bachelor’s degree in computer science, Information Systems, IT, or Business Management.
• 10+ years of experience in IT/ITSM operations with strong focus on ITSM practices, Incident management, Problem Management and related ITIL practices.
• Hands-on experience leading Problem Management and Root Cause Analysis, including facilitation of RCA sessions and preventive action follow-through.
• Strong experience with ServiceNow Problem Management, reporting, dashboards, and performance analytics.
• Demonstrated ability to use KPIs, trend analysis, and data-driven insights (including AI-supported analytics) to drive continual improvement.
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.

Preferred Qualifications

• ITIL v4 Foundations (or higher) and relevant ServiceNow certifications.
• Experience with Scrum, Kanban, Agile, Waterfall methodologies.
• Strong customer service orientation; advanced analytical and troubleshooting skills.
• Familiarity with modern DevOps practices, AI, and predictive analytics for operations.