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
Skills Required
- 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
- Excellent verbal and written communication and stakeholder facilitation
- Willingness to learn new ServiceNow modules, platform capabilities, and emerging AI technologies
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
AHEAD Insights
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
