Process Analyst - Incident & Problem Management

7 hours, 52 minutes ago
Full-time
Mid Level
Project and Program Management
AHEAD

AHEAD

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help...

IT Services
1K-5K
$43M raised

Description

  • Manage the full lifecycle of Problem Records in ServiceNow in line with ITIL Problem Management practices.
  • Lead weekly Problem Review and RCA meetings, track action items, and drive permanent resolution.
  • Review major incidents and recurring issues to identify problem candidates 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 service improvements.
  • Develop dashboards, KPIs, executive reports, and monthly insights using ServiceNow Performance Analytics.
  • Drive process improvements through automation, AI capabilities such as ServiceNow AI/Now Assist, and workflow enhancements.
  • Prepare and present service resilience updates, problem metrics, and improvement recommendations to technical teams and leadership.
  • Maintain governance artifacts including SOPs, meeting minutes, process documentation, and communication templates.
  • Coordinate across technology teams and stakeholders to support decision-making and continuous improvement.

Requirements

  • 3+ years of experience in Problem Management with exposure to Incident Management.
  • Hands-on experience with the Problem Manager process in ServiceNow.
  • ITIL V3 or V4 certification.
  • Excellent verbal and written communication skills for facilitating technical discussions and stakeholder engagement.
  • Ability to coordinate and influence cross-functional teams.
  • Ability to translate business needs into practical technical and process improvement solutions.
  • Willingness to learn new ServiceNow modules, platform capabilities, and emerging AI technologies.
  • Professional, collaborative, and delivery-focused mindset with a continuous improvement approach.

Benefits

  • Comprehensive health insurance for employees, with options to extend coverage to dependents.
  • Paid time off and company holidays, plus additional leave benefits as per policy.
  • Flexible work arrangements supporting work-life balance.
  • Learning and development opportunities, including sponsored certifications and credentials.
  • Employee wellness initiatives focused on physical and mental well-being.
  • Retirement and statutory benefits in line with India regulations.
  • Inclusive, people-first culture with collaboration and ownership emphasis.

Interested in this position?

Apply directly on the company website

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