ServiceNow Problem Management Analyst

We are looking for Remote ServiceNow Problem Management Analyst for an Insurance Company based in North Carolina!

Job Details:

• Fully Remote
• 6–12-month contract, possible extension
• W2 Employment
• Payrate negotiable upon interview

Job Description:

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.

Pay: $30.00 - $40.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you a visa candidate or under a C2C employer?

Experience:

• ServiceNow Problem Management: 2 years (Required)
• ServiceNow ITSM: 2 years (Required)
• ITIL: 2 years (Required)

Work Location: Remote