{"id":3124318,"url":"https://alion.io/job/conduent-problem-manager-itil-servicenow-root-cause-analysis","title":"Problem Manager (ITIL, ServiceNow, Root Cause Analysis)","company":{"id":1772445,"name":"Conduent","domain":"conduent.com","url":"https://alion.io/company/conduent-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":26,"ghost_share":0,"stale_share":0.962,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70956,"max":92150,"currency":"USD","period":"year","gross":null,"usd_annual":92150},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CAPA","optional":false},{"name":"CI/CD","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"AIOps","optional":true}],"status":"live","first_seen_at":"2026-08-13T18:18:28Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-23T18:18:26Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Problem Manager (ITIL, ServiceNow, Root Cause Analysis)\nAbout the Role:\nConduent is seeking an experienced Problem Manager to lead enterprise-wide Problem Management, Root Cause Analysis (RCA), and Incident Prevention initiatives across a complex technology environment.\nThis role is ideal for a hands-on IT operations professional with expertise in ITIL Problem Management, Incident Management, ServiceNow, and service reliability improvement. You will work across infrastructure, cloud, network, application, and operations teams to identify recurring issues, drive permanent corrective actions, and reduce repeat incidents.\nSuccess in this role means delivering stronger RCAs, improving remediation execution, enhancing operational governance, reducing incident recurrence, and helping the organization build a proactive, data-driven Problem Management function.\nKey Skills:\nProblem Management, ITIL, Incident Management, Major Incident Management, Root Cause Analysis (RCA), 5 Whys, ServiceNow, Remediation Action Plans (RAP), Service Reliability, IT Operations, Continuous Improvement, Executive Communication, Cloud Infrastructure, AWS, Azure, Windows, Linux, Network Operations, Automation, AI-Assisted Workflows\nWhat You'll Do:\nLead Root Cause Analysis (RCA)\nFacilitate timely 5 Whys Root Cause Analysis (RCA) sessions for Priority 1 (P1) incidents and recurring Priority 2 (P2) incidents.\nReview system logs, monitoring tools, dashboards, and change records to establish incident timelines and identify contributing factors.\nUtilize AI-assisted tools to accelerate incident investigations, timeline generation, RCA documentation, and knowledge capture.\nDocument accurate root causes and corrective actions within ServiceNow Problem Management records.\nEnsure RCA deliverables are factual, blameless, technically accurate, and suitable for leadership and client-facing communications.\nDrive Problem Management & Remediation\nLead the end-to-end Problem Management lifecycle from investigation through closure.\nPartner with technical teams to develop effective Remediation Action Plans (RAPs).\nEnsure remediation efforts include both corrective and preventive actions with clear ownership and target dates.\nTrack remediation progress, escalate risks, and hold stakeholders accountable for commitments.\nValidate that implemented solutions address root causes and prevent future recurrence.\nMeasure and report improvements in service reliability, operational risk, and incident recurrence.\nAnalyze Trends & Improve Service Reliability\nIdentify recurring patterns across infrastructure, cloud, application, and network incidents.\nDrive proactive problem identification and long-term service improvements.\nRecommend monitoring enhancements, automation opportunities, and architectural improvements.\nIncident recurrence rate\nMTTR (Mean Time to Resolution)\nAction-item closure rate\nChronic risk themes\nProblem backlog health\nTrack key operational metrics including:\nGovernance, Reporting & Executive Communication\nFacilitate weekly Problem Review meetings.\nMaintain executive dashboards and Problem Management reporting.\nDeliver concise, executive-ready summaries and status updates.\nProduce high-quality RCA reports for customers and senior leadership.\nContinuously improve governance processes, operational standards, runbooks, and reporting practices.\nChampion automation and AI-enabled workflows that improve operational efficiency and insight generation.\nRequired Qualifications:\n7+ years of experience in IT Operations, Problem Management, Incident Management, Major Incident Management, or related disciplines.\nStrong understanding of ITIL Problem Management, Incident Management, and operational governance.\nExperience conducting Root Cause Analysis (RCA), 5 Whys investigations, and post-incident reviews.\nHands-on experience with ServiceNow or comparable IT Service Management (ITSM) platforms.\nStrong analytical, documentation, facilitation, and stakeholder management skills.\nAbility to influence cross-functional teams and drive accountability without direct authority.\nExperience creating executive-level communications, dashboards, and operational reporting.\nTechnical Knowledge:\nWe're seeking broad technical understanding across enterprise technology environments, including:\nInfrastructure\nWindows and Linux platforms\nVMware and Hyper-V virtualization\nPerformance troubleshooting (CPU, memory, storage, and I/O)\nStorage\nSAN and NAS environments\nStorage performance, redundancy, and resiliency concepts\nNetworking\nRouting, switching, VLANs, DNS\nFirewalls, load balancing, and packet flow analysis\nNetwork latency and packet-loss interpretation\nCloud Technologies\nAWS and Microsoft Azure\nCloud networking, compute, identity, and storage services\nCloud architecture and failure-mode analysis\nApplication & Platform Technologies\nAPIs, microservices, and distributed systems\nCI/CD and deployment pipeline fundamentals\nUnderstanding of how application defects, configuration drift, and dependencies create operational incidents\nYou do not need to be the deepest technical expert in every domain. You need the ability to ask the right questions, challenge assumptions, identify gaps, and guide teams toward permanent solutions.\nPreferred Qualifications\nITIL Foundation or higher certification.\nExperience supporting large-scale enterprise environments.\nExperience with operational analytics, trend analysis, and KPI reporting.\nExposure to automation, AI-enabled operational workflows, or AIOps practices.\nExperience working with executive stakeholders and client-facing incident communications.\nWhy Join Conduent\nMake a measurable impact on enterprise service reliability.\nReduce repeat incidents through proactive Problem Management.\nWork across infrastructure, cloud, network, and application domains.\nInfluence strategic operational improvements at scale.\nHelp shape the future of Conduent's Problem Management function through governance, automation, metrics, and continuous improvement.\nPay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. 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