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Incident Problem Manager Jobs in Indiana (NOW HIRING)

Group1001

Senior Support Manager

Zionsville, IN

You'll drive effective problem management and partner on engineering processes wherever needed to ... post-incident learning that compounds over time. When patterns emerge, you'll work cross ...

Group 1001

Senior Support Manager

Zionsville, IN

You\'ll drive effective problem management and partner on engineering processes wherever needed to ... post-incident learning that compounds over time. When patterns emerge, you\'ll work cross ...

Virtusa

Database Administrator

Indianapolis, IN · On-site

Hands on with ITIL processes like Incident Management, Problem Management, Change Release Management, Configuration Management and Knowledge Management. * Knowledge and experience of using ITSM tools ...

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Incident Problem Manager information

How does an Incident Problem Manager typically collaborate with technical and non-technical teams during major incidents?

Incident Problem Managers play a critical role in bridging communication between technical teams (like IT support, network engineers, or developers) and non-technical stakeholders (such as business unit leaders or customer service). During major incidents, they coordinate response efforts, facilitate status updates, and ensure all parties are aligned on next steps and remediation plans. Effective collaboration involves translating complex technical issues into clear, actionable information for non-technical audiences, managing expectations, and driving post-incident reviews to prevent recurrence. This cross-functional coordination is essential for minimizing business impact and ensuring swift resolution.

What is the difference between Incident Problem Manager vs Incident Coordinator?

AspectIncident Problem ManagerIncident Coordinator
Primary RoleManages the lifecycle of incidents and problems to minimize impact and prevent recurrenceCoordinates incident response activities, ensuring timely resolution and communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentTypically in IT service management teams, focusing on problem analysisOperational teams, focusing on incident handling and communication

While both roles are involved in incident management, the Incident Problem Manager focuses on identifying root causes and preventing future issues, whereas the Incident Coordinator handles day-to-day incident response and communication. Both roles are essential for effective IT service delivery but differ in scope and responsibilities.

What does an Incident Problem Manager do?

An Incident Problem Manager is responsible for overseeing the process of identifying, investigating, and resolving incidents and underlying problems within an organization's IT systems. They work to minimize the impact of disruptions, coordinate responses to incidents, and analyze root causes to prevent future occurrences. This role often involves collaborating with technical teams, managing communication with stakeholders, and ensuring that procedures are followed according to IT service management frameworks like ITIL. Their goal is to improve IT service reliability and reduce downtime for the business.

What are the key skills and qualifications needed to thrive as an Incident Problem Manager, and why are they important?

To thrive as an Incident Problem Manager, you need strong analytical skills, IT service management knowledge, and experience with incident and problem resolution processes, often supported by ITIL certification. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional communication, leadership, and critical thinking abilities enable effective coordination and root-cause analysis across teams. These skills are crucial to minimizing downtime, ensuring service continuity, and driving long-term improvements in IT operations.
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Incident Problem Manager jobs near you
ServiceNow Process Owner

ServiceNow Process Owner

Spruce Infotech

Indianapolis, IN • On-site

Contractor

Posted 29 days ago

Job description

  • Serve as the dedicated owner for ServiceNow module design, configuration, and governance across the Automation Department.
  • Architect the CMDB structure for automation systems, define CI relationship models, and establish data quality standards.
  • Design and configure Incident, Problem, Knowledge, and Change Management workflows.
  • Establish integration architecture between ServiceNow and DeltaV, PI Historian, Rockwell, CyberArk/AD, and reporting platforms.
  • Deploy automated access request forms and role-based permission workflows.
  • Build analytics dashboards, KPI tracking, and SLA compliance reporting.
  • Support GMP compliance, audit readiness, and 21 CFR Part 11 requirements within the ServiceNow platform.
  • Collaborate with the CSV Engineer to ensure ServiceNow configurations are validated appropriately.
  • Develop and deliver user training and change management communications.
  • Support CMDB Data Steward activities including CI accuracy management, discovery reconciliation, and data quality scoring.
  • Provide support defining the CSV/Validation scope for the ServiceNow platform.

Mandatory skills*
• Demonstrated experience as a ServiceNow Process Owner, Administrator, or Architect in a regulated (GxP/GMP) environment.
• Deep knowledge of ITIL best practices across Incident, Problem, Change, Knowledge, and CMDB modules.
• Experience designing CMDB architecture and CI relationship models for industrial/manufacturing automation systems.
• Proficiency in ServiceNow configuration, workflow design, and integration architecture.
• Experience with 21 CFR Part 11 compliance, electronic records, and audit trail requirements
Desired skills*
• Experience with automation/control systems such as DeltaV, PI Historian, Rockwell (FactoryTalk), or similar platforms.
• Experience integrating ServiceNow with CyberArk, Active Directory, or Power BI.

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