Scope: The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform. The role involves end-to-end ownership of incidents and problems, ensuring effective resolution, root cause identification, and permanent fixes to improve IT service availability and stability. The analyst will act as a bridge between technical teams, business stakeholders, TAM and IT leadership, driving process adherence and continuous improvement. ## Our current technical environment: * Microsoft Azure * VMware ESXi # What you’ll do: ## Key Responsibilities: ### Problem Management * Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution. * Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking. * Leading bridge calls. * Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs. * Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures. * Identify trends from incidents and proactively recommend improvements to reduce incident recurrence. * Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs. * Work with technical teams to define permanent fixes and track corrective/preventive actions. * Maintain a problem knowledge base, ensuring known errors and workarounds are documented. * Assist the team in generating reports, dashboards, and metrics..etc ### Incident Management * Coordinate end-to-end incident lifecycle, ensuring SLAs are met. * Facilitate incident bridges and engage relevant technical/functional teams. * Perform impact analysis, assign severity, and ensure effective communication to stakeholders. * Drive post-incident reviews (PIR) to capture learnings and prevent recurrence. * Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs. * Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams. * Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals. ### ServiceNow Platform * Exposure to ServiceNow to manage Incident & Problem workflows effectively. * Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends. * Ensure data quality, completeness, and process compliance in ServiceNow records. * Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support). * Monitoring and alerting platforms (e.g., Splunk, Dynatrace, AppDynamics). * MS Office (Excel, PowerPoint, Power BI) for reporting and presentations. # What we are looking for : ## Qualifications: * Bachelor’s degree in computer science, Information Technology, or equivalent. * 6–10 years of experience in IT Service Management, including a minimum of 3 years of hands-on expertise in ServiceNow Incident and Problem Management. * ITIL v4 Foundation certification (Intermediate modules preferred). * Proven exposure to governance, compliance, and audit requirements. * Familiarity with cloud environments, DevOps methodologies, and agile change practices. * Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions. * Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools. * Exceptional communication, facilitation, and stakeholder management skills. * Demonstrated ability to multitask, prioritize effectively, and perform well under pressure. ## Key Competencies * Customer-first mindset with strong ownership. * Excellent communication and stakeholder management skills, both written and verbal. * Strong analytical and problem-solving skills with the ability to diagnose complex technical issues. * Collaboration and influencing across teams. * Process-oriented with focus on continual service improvement. * Strong documentation and reporting abilities. * Familiarity with enterprise monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent). * Ability to work under pressure during major incidents and drive resolution within deadlines. * Exposure to ServiceNow (SNOW) Problem & Incident Management modules is desirable. * Proactive and detail-oriented approach with continuous improvement mindset. * Familiarity with enterprise security, compliance, and risk management frameworks.