Problem Management Analyst

Title :

Problem Management Specialist

Location :

Chicago, IL (Hybrid 2-3 days in office)

Duration & Type :

6-Month Contract with potential to extend or convert to Full-Time

Compensation :

Competitive W2 Hourly Rate ($65 - $70) with access to Healthcare, Dental, Vision Insurance, and 401k Plan

Overview

Chamberlain Advisors is seeking a Problem Management Specialist to join our client’s IT Service Management (ITSM) organization. This role is responsible for leading and facilitating the root cause analysis (RCA) process for major incidents, ensuring corrective actions are identified, implemented, and tracked to completion. The ideal candidate will have a strong understanding of ITSM processes, particularly Problem Management, and experience working with cross‑functional technology teams to drive service stability and prevent recurrence of critical issues. This high‑visibility, hybrid role requires excellent analytical, communication, and stakeholder management skills.

Responsibilities

Review and analyze IT Problem Management tickets to assess incidents, identify trends, and determine root causes.

Lead cross‑functional discussions to facilitate RCA sessions and problem reviews with technical and business teams.

Prepare IT problems for review and presentation to the Problem Advisory Board (PAB).

Document findings, track corrective actions, and ensure timely resolution of identified problems.

Develop and deliver reports and metrics summarizing problem management activity, trends, and process adherence.

Partner closely with Incident Management, Change Management, Release Management, and Configuration Management teams to ensure process alignment.

Provide recommendations for continuous improvement of ITSM policies, procedures, and performance indicators.

Leverage ServiceNow to manage tickets, workflows, and reporting related to IT Problem Management.

Collaborate with stakeholders to ensure accountability, transparency, and communication across all problem‑related activities.

Support leadership by producing dashboards and presenting analysis of process effectiveness and service reliability.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

5-8+ years of experience in IT Service Management or related technology operations roles.

Demonstrated Problem Management experience in enterprise‑scale IT environments.

Strong analytical and communication skills with the ability to facilitate discussions and influence cross‑functional teams.

Hands‑on experience using ServiceNow for ITSM processes.

Deep understanding of ITIL frameworks, including Incident, Change, Release, and Configuration Management.

Experience creating, managing, and reporting on ITSM process metrics and performance indicators.

Proven ability to collaborate with senior technology leaders and drive accountability across teams.

Ability to identify risks proactively and elevate issues before they impact deliverables or service levels.

Preferred

ITILv3 or ITIL4 certification.

Experience developing IT process policies, playbooks, and maturity models.

Familiarity with software delivery lifecycle and release coordination practices.

About the Client

With over 90,000 employees worldwide, our client is committed to delivering profitability and sustainable long‑term value for customers, communities, shareholders, and co‑workers. The organization empowers employees to innovate and continuously encourages professional development.

Why Work with Chamberlain

Chamberlain Advisors is a veteran‑owned business delivering human capital solutions across various industries. Candidates benefit from a 5‑step recruitment process designed to maximize success in job searches.

Equal Employment Opportunity

Chamberlain Advisors provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. The company complies with applicable state and local nondiscrimination laws and prohibits workplace harassment based on protected characteristics. Improper interference with employees’ job duties may result in discipline up to discharge.

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