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ITIL Problem Manager (Remote)

Job Title
ITIL Problem Manager (Remote)
Job ID
Work From Home
Philadelphia,  PA 19192
Other Location
Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.

Conexess Group is aiding a large healthcare client in their search for an IT Problem Manager in a remote capacity. This is a long-term opportunity with a competitive compensation package.

  • Participate in a rotation (during business hours) to provide problem intake through the facilitation of managed incident postmortems.  Identify and drive stability activity to reduce risk of recurrence.
  • Empower resources involved in Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.
  • Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.
  • Have a passion for problem solving – relentlessly driving to root cause on complex issues.
  • Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets.
  • Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews. Manage open Problems as projects.
  • Establish rapport and collaborative relationship with the service managers and production support leads and develop high level familiarity with the applications and services.
  • Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly reviews with senior management.
  • Ensure data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes.  Provide recommendations on actions to address identified themes.
  • Develop technical and organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary.
  • 2-4 years of progressive hands-on ITIL experience
  • 1-2 years as an IT Service Management SME in either Incident, Problem, Risk or Change Management
  • Experience with project management and agile methodologies
  • Demonstrated ability and experience in providing cross-organizational managerial leadership
  • Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness)
  • General knowledge or previous experience with technical support in one or more application or infrastructure areas strongly preferred
  • Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process from postmortem through problem closure
  • Influencing and negotiating skills to facilitate task assignment and completion to eliminate risk
  • Familiarity with IT process management and reporting tools such as ServiceNow
  • Comfortable with Microsoft Office applications: Word, Excel, PowerPoint, SharePoint, Outlook
  • BA/BS degree in Computer Science or related degree strongly preferred
  • ITIL Foundations certification preferred
  • Project management certification desirable


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