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Itil Problem Manager Jobs in Raleigh, NC (NOW HIRING)

Town of Clayton, NC

IT Project Manager

Clayton, NC · On-site

$77K/yr

Skill in identifying risks, problem-solving, and making sound decisions under pressure. * Ability ... PMP, CAPM, ITIL (preferred). Must have valid driver's license. OR Depending on the position, the ...

Town of Clayton

IT Project Manager

Clayton, NC

$77K/yr

Skill in identifying risks, problem-solving, and making sound decisions under pressure. Ability to ... PMP, CAPM, ITIL (preferred). Must have valid driver's license. OR Depending on the position, the ...

Civic Credit Union

ServiceNow Developer

Raleigh, NC · On-site

$52.50 - $72.25/hr

They manage user accounts and permissions, ensure data integrity, and provide technical support ... and ITIL best practices. * Take ownership for actions, decisions, and results; openly accept ...

Civic Credit Union

ServiceNow Developer

Raleigh, NC · On-site

$52.50 - $72.25/hr

They manage user accounts and permissions, ensure data integrity, and provide technical support ... and ITIL best practices. * Take ownership for actions, decisions, and results; openly accept ...

Judge Group, Inc.

Technician-NOC (Net) - II

Cary, NC

$45 - $55/hr

Familiarity with ITIL processes (incident, problem, change management) * Strong troubleshooting, communication, and customer-handling skills By providing your phone number, you consent to: (1) ...

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$28K

$89.7K

$139.7K

How much do itil problem manager jobs pay per year?

As of Jun 7, 2026, the average yearly pay for itil problem manager in Raleigh, NC is $89,717.00, according to ZipRecruiter salary data. Most workers in this role earn between $82,159.00 and $99,074.00 per year, depending on experience, location, and employer.

How does an ITIL Problem Manager typically collaborate with other IT teams to resolve recurring incidents?

An ITIL Problem Manager works closely with incident management, service desk, and technical support teams to analyze incident trends and identify underlying causes of recurring issues. They often facilitate problem review meetings, coordinate root cause analysis, and ensure that permanent solutions are implemented across departments. Effective collaboration involves clear communication, documentation, and follow-up to verify that corrective actions prevent future incidents. This cross-functional teamwork is essential for maintaining service quality and minimizing disruptions.

What is an ITIL Problem Manager?

An ITIL Problem Manager is a professional responsible for identifying and managing the root causes of incidents within an IT service environment. Their main goal is to minimize the adverse impact of recurring issues by preventing problems and resulting incidents from happening. They analyze incident trends, coordinate with technical teams to investigate root causes, and implement permanent solutions. The role ensures continuous improvement of IT services by maintaining problem records, facilitating problem reviews, and driving proactive problem management.

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

AspectItil Problem ManagerItil Incident Manager
Primary FocusIdentifying and resolving root causes of problemsRestoring services quickly after incidents
ResponsibilitiesProblem analysis, root cause analysis, proactive problem managementIncident logging, escalation, resolution, communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentIT service management teams, technical supportHelp desks, support centers, operational teams

The Itil Problem Manager focuses on identifying and resolving underlying issues to prevent future incidents, while the Itil Incident Manager aims to restore normal service operation as quickly as possible. Both roles require ITIL certifications and work within IT service management environments, but their core objectives differ significantly.

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

To thrive as an ITIL Problem Manager, you need a deep understanding of ITIL frameworks, strong analytical skills, and experience in IT service management, often backed by an ITIL certification. Familiarity with ITSM tools like ServiceNow or BMC Remedy and root cause analysis methodologies is typically required. Exceptional communication, stakeholder management, and critical thinking skills help in effectively resolving issues and driving process improvements. These competencies are crucial for minimizing service disruptions, enhancing IT efficiency, and supporting organizational goals.
What cities near Raleigh, NC are hiring for Itil Problem Manager jobs? Cities near Raleigh, NC with the most Itil Problem Manager job openings:
Itil Problem Manager jobs near you
Project Manager - Servicenow ITSM (IT Healthcare) (Raleigh, NC)

Project Manager - Servicenow ITSM (IT Healthcare) (Raleigh, NC)

Cedent

Raleigh, NC • On-site

$95K - $113K/yr

Contractor

Posted 23 days ago

Job description

Position Overview:
The Project Manager will be responsible for leading the implementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNow ITSM and building call workflows with the CXone Cloud Contact Center platform. This role involves managing the deployment of integrated helpdesk operations across the healthcare system and optimizing service workflows to enhance support for end-users. The Project Manager will also serve as a consultant on the EHR Change Management Board and assist in developing change management workflows within ServiceNow to ensure compliance and seamless operations.
Key Responsibilities:
Project Management:
  • Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center, ensuring that all deliverables, timelines, and quality standards are met.
  • Develop detailed project plans, timelines, budgets, and resource allocations to ensure project goals are achieved within scope and on time.
  • Manage communication and collaboration between internal IT teams, clinical stakeholders, vendors, and external partners.
  • Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing, ticketing, and workflow automation.
ServiceNow ITSM & Workflow Design:
  • Oversee the customization and configuration of ServiceNow ITSM modules (Incident, Problem, Request, and Change Management) to support the EHR helpdesk functions.
  • Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations, including ticket prioritization, assignment, and escalation.
  • Collaborate with internal teams to map out and optimize the ServiceNow workflows that are tied to EHR support and helpdesk operations.
CXone Cloud Contact Center:
  • Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
  • Design and build call workflows, ensuring that calls are routed efficiently based on ticket priority and specialist availability.
  • Oversee the integration between CXone and ServiceNow, ensuring that call data is captured and linked to service tickets for reporting and workflow automation.
EHR Change Management:
  • Serve as a key consultant and contributor on the EHR Change Management Board, ensuring that any changes to the EHR system are appropriately reviewed, tested, and implemented.
  • Design and implement Change Management workflows within ServiceNow, ensuring proper governance and documentation of changes across healthcare facilities.
  • Ensure alignment with industry standards and regulatory requirements (e.g., HIPAA, HITECH) during the management of system changes and upgrades.
Stakeholder Engagement & Training:
  • Gather requirements from clinical and administrative departments to ensure that the helpdesk solution meets end-user needs and organizational goals.
  • Coordinate user acceptance testing (UAT) and oversee training programs for helpdesk staff and end-users on the ServiceNow and CXone platforms.
  • Provide regular updates to senior leadership on project status, risks, and key performance indicators (KPIs).
Post-Implementation Support & Continuous Improvement:
  • Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution, ensuring smooth operations and issue resolution.
  • Monitor performance metrics and user feedback to identify areas for improvement in helpdesk processes, call management, and overall system efficiency.
  • Lead efforts to optimize and continuously improve the helpdesk operations and workflows.
Qualifications:
Education:
  • Bachelor's degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Master's degree preferred.
  • Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.
Experience:
  • 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
  • Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
  • Experience with CXone Cloud Contact Center or other call center/contact center solutions.
  • Experience with EHR Change Management, including involvement with change management boards and the creation of change governance workflows.
  • Strong understanding of EHR systems and their support/operational requirements.
  • Exceptional communication and leadership skills, with the ability to engage and influence cross-functional teams and stakeholders.
  • Analytical and problem-solving skills to assess system performance, troubleshoot issues, and drive continuous improvement.
Required/Desired Skills and Experience:
  • 5 years of Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion Required
  • 5 years of Knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow Required
  • 5 years of Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH Required
  • 5 years of Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems Required.

This is a contract position
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About Cedent

Sourced by ZipRecruiter

CEDENT strives to attract and retain the best people and provide an environment where they can all develop professionally and build a rewarding career. As a result, we create an inclusive environment that is rich in diversity, acknowledges each individual's uniqueness and promotes respect, personal achievement and stewardship. Our clients are global and so is CEDENT. We build and maintain a global workforce that includes people from different backgrounds, with a vast range of skills and experience all united by a common culture and commitment to help our clients achieve high performance. Cultivating a diverse workforce and inclusive work environment makes business sense. Our peoples varied skills are the talent engine that powers CEDENT, enabling it in turn to deliver the innovative solutions that help our clients outperform competitors.

Industry

It services

Company size

11 - 50 Employees

Headquarters location

Plano, TX, US

Year founded

2008

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