Process Analyst - Incident & Problem Management

📋 Description

• Manage lifecycle of Problem Records in ServiceNow per ITIL practices.
• Lead weekly Problem Review and RCA meetings; track actions.
• Review Major Incidents to identify Problems and validate RCA.
• Monitor problem records for SLA compliance, governance, and risk acceptance.
• Analyze incident trends to identify proactive improvement opportunities.
• Develop dashboards and KPIs using ServiceNow Performance Analytics.

🎯 Requirements

• ITIL V3 or V4 certified
• Hands-on experience with Problem Manager process in ServiceNow
• 3+ years of Problem Management with exposure to Incident Management

🎁 Benefits

• Comprehensive health insurance coverage
• Paid time off and company holidays
• Flexible work arrangements
• Learning and development opportunities
• Employee wellness programs
• Inclusive, people-first culture