Details:

Stefanini Group is looking for a ServiceNow Enterprise Problem Manager - Remote for a globally recognized company For interested applicants, click the apply button or you may reach out Micah Andres at (248) 386-7399/Micah.Andres@Stefanini.com for faster processing. Thank you

About the Role

We are seeking an experienced Enterprise Problem Manager to join our IT Service Management team. In this hands-on role, you will participate in the end-to-end execution of Problem Management and Service Availability Management operations in a fast-paced, 24x7 global production environment. You will serve as a key escalation point, a process improvement champion, and a steady, confident leader during high-severity production events. If you thrive under pressure, are passionate about eliminating recurring issues at their root, and can inspire cross-functional teams to act with urgency and precision, we want to hear from you.

What You Will Do

As the Enterprise Problem Manager, you will oversee the full lifecycle of major problems and incidents, coordinating technical resources, driving root cause analysis, and ensuring that risk mitigations and key learnings are documented and acted upon. You will facilitate post-incident reviews, manage escalations, and ensure that all stakeholders — from front-line engineers to senior leadership — are engaged appropriately and kept informed throughout resolution and recovery. You will work with Risk and Compliance teams to help ensure solutions are audit compliant. You will also review and continuously improve Problem Management policies, procedures, and documentation to keep our operations aligned with ITIL best practices and evolving technology landscapes.

Details:

Required qualifications and skills:

Required Qualifications

Five to eight years of ServiceNow experience and a strong foundation in ITIL Incident and Problem Management processes. The ideal candidate brings proven experience in 24x7 production support operations, strong troubleshooting skills across application, network, and host layers, and the composure to lead effectively in a crisis. Superior oral, written, and analytical communication skills are essential, as is the ability to manage multiple high-priority workstreams simultaneously.

Preferred Qualifications

A bachelor's degree in Computer Science, Mathematics, or a related field. Subject matter expertise in ServiceNow is strongly preferred. Experience in banking or financial services, familiarity with monitoring and observability platforms such as Dynatrace, Prometheus, Grafana, Splunk, and Introscope, and working knowledge of SSO and Federated Identity Management will set candidates apart. Experience with process automation, orchestration tools, and modern deployment frameworks is also highly desirable.

Technology Fluency

Proficient utilizing standard Microsoft Office tools (Excel, Word, Powerpoint, Teams) Candidates should be comfortable working across modern infrastructure environments including AWS, Azure, Kubernetes, OpenShift, and containerized architectures, as well as AI-driven operational tools. Familiarity with Power BI and Tableau for reporting and xMatters for alert and on-call management is a plus.

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