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How much do itil jobs pay per hour?

As of Aug 12, 2026, the average hourly pay for itil in the United States is $21.91, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $24.04 per hour, depending on experience, location, and employer.

What is ITIL and what does an ITIL professional do?

ITIL stands for Information Technology Infrastructure Library, which is a set of best practices for delivering IT services efficiently and effectively. An ITIL professional uses these best practices to help organizations align their IT services with business needs, improve service delivery, reduce costs, and manage risk. Their responsibilities often include process improvement, incident management, change management, and ensuring that IT services meet agreed-upon standards and expectations.

How does an ITIL professional typically collaborate with other departments to improve service delivery?

ITIL professionals often work closely with various departments such as IT operations, customer support, and business units to align IT services with organizational needs. They facilitate communication between technical teams and non-technical stakeholders, ensuring that service management processes are clear and effective. Regular meetings, process documentation, and service reviews are common ways ITIL professionals foster collaboration, leading to more efficient incident resolution and continuous service improvement.

What is the difference between Itil vs ServiceNow Administrator?

AspectItilServiceNow Administrator
CertificationsITIL Foundation, ITIL ExpertServiceNow Certified System Administrator
Work EnvironmentIT service management, process improvementServiceNow platform management, automation
Industry UsageIT service providers, large enterprisesOrganizations using ServiceNow for ITSM

While ITIL is a set of best practices for IT service management, a ServiceNow Administrator focuses on managing and configuring the ServiceNow platform to implement ITIL processes. Both roles require understanding of ITSM principles, but ITIL provides the framework, whereas the ServiceNow Administrator applies it within the ServiceNow environment.

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

To thrive as an ITIL professional, you need a solid understanding of IT service management principles, process optimization, and typically an ITIL certification. Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management is important for managing workflows and incidents. Strong analytical thinking, communication, and stakeholder management skills set top performers apart in this field. These competencies are crucial for ensuring efficient IT service delivery, continual improvement, and alignment of IT services with business needs.

What jobs can I get with ITIL?

ITIL certification prepares individuals for roles in IT service management, such as IT Service Manager, IT Operations Manager, or Service Desk Manager. These roles involve managing IT services, implementing best practices, and ensuring service quality, often requiring knowledge of ITIL frameworks and tools like ServiceNow or BMC Remedy.

Is ITIL in demand?

ITIL (Information Technology Infrastructure Library) professionals are in demand as organizations seek to improve IT service management and operational efficiency. Certifications like ITIL Foundation can enhance job prospects, and roles often require knowledge of ITSM tools and processes. The demand varies by industry and region but remains steady due to ongoing digital transformation efforts.
More about Itil jobs
What cities are hiring for Itil jobs? Cities with the most Itil job openings:
What are the most commonly searched types of Itil jobs? The most popular types of Itil jobs are:
What states have the most Itil jobs? States with the most job openings for Itil jobs include:
What job categories do people searching Itil jobs look for? The top searched job categories for Itil jobs are:
Itil jobs near you
Infographic showing various Itil job openings in the United States as of August 2026, with employment types broken down into 86% Full Time, 1% Part Time, and 13% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $45,572 per year, or $21.9 per hour.

ITIL Problem Management Analyst

Commserve Technologies Inc

Irvine, CA • On-site

Contractor

Re-posted 20 days ago

Job description

ITIL Problem Management Analyst
Location: Irvine, CA (5 days onsite) 92614
Duration: 6 Months
Position Summary
We are seeking an experienced Problem Management Lead Analyst to drive service stability and continuous improvement across IT Operations. This role will own the end-to-end Problem Management process, lead root cause investigations, identify systemic issues, and partner with technology teams to eliminate recurring incidents and improve overall service reliability.
Key Responsibilities
Problem Management Leadership
  • Own and govern the end-to-end Problem Management lifecycle in alignment with ITIL best practices.
  • Lead proactive and reactive problem investigations to identify underlying causes of recurring incidents and service disruptions.
  • Facilitate Root Cause Analysis (RCA) sessions using structured methodologies such as 5 Whys, Fishbone Analysis, Fault Tree Analysis, and Kepner-Tregoe.
  • Establish and maintain a Known Error Database (KEDB), ensuring accurate documentation of known errors and workarounds.
  • Track corrective and preventive actions through resolution and verify effectiveness of implemented fixes.
  • Drive accountability across Infrastructure, Network, Cloud, Security, End User Computing, and Application teams to resolve systemic issues.
Service Reliability & Continuous Improvement
  • Analyze incident, change, and operational data to identify trends, recurring issues, and opportunities for service improvement.
  • Develop and present actionable recommendations to improve platform stability, reduce incident volumes, and enhance service performance.
  • Lead recurring service review meetings focused on problem trends, chronic issues, and risk mitigation.
  • Identify automation opportunities and process improvements that reduce operational effort and prevent recurring incidents.
  • Contribute to operational excellence initiatives, knowledge management, and runbook enhancements.
Governance, Reporting & Analytics
  • Utilize ServiceNow Problem Management capabilities to manage problem records, known errors, corrective actions, and reporting.
  • Establish KPIs and metrics related to problem management effectiveness, including recurring incident reduction, RCA completion, and corrective action closure.
  • Create executive-level dashboards and reports highlighting service health trends, top recurring issues, and improvement initiatives.
  • Ensure compliance with ITIL processes, documentation standards, and audit requirements.
Major Incident & Change Collaboration
  • Partner with Major Incident Management teams to ensure high-priority incidents are transitioned into formal problem investigations when appropriate.
  • Lead Post-Incident Reviews (PIRs) focused on identifying root causes and preventive actions.
  • Collaborate with Change Management teams to ensure corrective actions are properly planned, tested, and implemented.
  • Assess risks associated with recurring issues and provide recommendations for long-term remediation.

Required Qualifications
  • 5+ years of experience in IT Operations with at least 3 years focused on Problem Management, Service Reliability, or IT Service Management.
  • ITIL Foundation certification required; ITIL Managing Professional or Advanced certifications preferred.
  • Strong hands-on experience with ServiceNow Problem Management, Incident Management, and reporting modules.
  • Proven experience conducting complex Root Cause Analysis and facilitating cross-functional problem review sessions.
  • Strong understanding of enterprise IT infrastructure including Servers, Cloud, Network, End User Computing, and Applications.
  • Experience developing metrics, dashboards, and executive reporting.
  • Excellent facilitation, communication, and stakeholder management skills.
  • Ability to influence technical teams and drive resolution of long-standing operational issues.
Preferred Qualifications
  • Experience implementing Problem Management programs or maturing ITSM processes.
  • Familiarity with SRE, Reliability Engineering, or Operational Excellence frameworks.
  • Experience with Power BI, Tableau, or ServiceNow Performance Analytics.
  • Knowledge of automation platforms and operational process optimization.

Apply