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Problem Management Jobs in New Jersey (NOW HIRING)

Citizens

Principal Incident Manager

Iselin, NJ · On-site

$120K - $150K/yr

Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions. Define and monitor service management ...

Citizens

Principal Incident Manager

Iselin, NJ

$120K - $150K/yr

Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions. Define and monitor service management ...

Omni Inclusive

Sterling Connect Direct

Jersey City, NJ · On-site

To provide support for on call escalations or L3 level support and doing incident and problem management. Work on value adding activities such Knowledge base update and management, Training freshers ...

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Showing results 21-40

All JobsProblem Management JobsProblem Management Jobs in New Jersey

Problem Management information

See New Jersey salary details

$28.4K

$62.4K

$117.3K

How much do problem management jobs pay per year?

As of Aug 16, 2026, the average yearly pay for problem management in New Jersey is $62,361.00, according to ZipRecruiter salary data. Most workers in this role earn between $34,000.00 and $85,300.00 per year, depending on experience, location, and employer.

What are some common challenges faced by professionals in problem management, and how can they be addressed?

Professionals in Problem Management often encounter challenges such as identifying the root causes of recurring incidents, managing cross-team communication, and ensuring timely resolution of problems. Addressing these challenges requires strong analytical skills, effective collaboration with technical and business teams, and the ability to prioritize tasks based on business impact. Utilizing structured methodologies like root cause analysis (RCA) and maintaining clear documentation can also help streamline the problem management process and drive continuous improvement.

What is problem management?

Problem Management is an IT service management process focused on identifying, analyzing, and resolving the root causes of recurring incidents or problems within an organization's IT infrastructure. The goal is to minimize the impact of issues on business operations and prevent future incidents by addressing underlying causes rather than just treating symptoms. Problem Management typically involves both reactive steps (responding to problems as they arise) and proactive measures (identifying and resolving potential issues before they cause incidents).

What are the key skills and qualifications needed to thrive as a problem management professional?

To thrive as a Problem Management professional, you need strong analytical abilities, ITIL certification or similar qualifications, and experience in root cause analysis and incident management. Familiarity with IT Service Management (ITSM) tools like ServiceNow, Jira, or BMC Remedy is typically required. Excellent communication, collaboration, and critical thinking skills help you effectively coordinate between technical teams and stakeholders. These skills ensure the timely resolution of problems, minimize business disruptions, and drive continual service improvement within organizations.

What is the difference between Problem Management vs Incident Management?

AspectProblem ManagementIncident Management
Primary FocusIdentifying and resolving root causes of issuesRestoring service quickly after disruptions
ActivitiesAnalyzing problems, preventing future incidentsLogging, categorizing, and resolving incidents
MetricsNumber of problems resolved, root cause analysis effectivenessAverage resolution time, incident volume
Work EnvironmentIT support teams, service desksIT support teams, service desks

Problem Management focuses on identifying and eliminating the root causes of issues to prevent recurrence, while Incident Management aims to restore normal service as quickly as possible after disruptions. Both roles are essential in IT service management, working together to ensure system stability and efficiency.

What job categories do people searching Problem Management jobs in New Jersey look for?

The top searched job categories for Problem Management jobs in New Jersey are:

Problem Management jobs near you
Infographic showing various Problem Management job openings in New Jersey as of August 2026, with employment types broken down into 58% Full Time, and 42% Contract. Highlights an 100% In-person job distribution, with an average salary of $62,361 per year, or $30 per hour.

Principal Incident Manager

Citizens

Iselin, NJ • On-site

$120K - $150K/yr

Full-time, Other

Medical, Dental, Vision, Retirement, PTO

Re-posted 10 days ago

Job description

Description

Principal Service Management Specialist - Enterprise Incident Manager

Location & Work Arrangement

This position follows a hybrid work schedule. Candidates must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations:

Pittsburgh, PA
Johnston, RI
Westwood, MA
Boston, MA
Iselin, NJ

Remote work is not available for this position.

Work Schedule

Full time, 40 hours per week
Monday through Friday
Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require.

Position Summary

The Principal Service Management Specialist provides strategic leadership across enterprise service management with a focus on incident management, operational resilience, governance, process maturity, and automation. This role partners with technology, business, risk, architecture, and engineering teams to strengthen service stability, accelerate service restoration, improve operational performance, and reduce recurring issues within a highly regulated environment.

Key Responsibilities

Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.

Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.

Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement processes.

Serve as a senior escalation point for high impact service issues, coordinating cross functional response efforts and ensuring timely, risk based decision making.

Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability.

Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements, including ServiceNow.

Translate complex technical issues into clear business impact assessments, executive communications, and actionable recovery plans.

Ensure incident and service management activities align with enterprise policies, audit requirements, regulatory expectations, and operational risk frameworks.

Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions.

Define and monitor service management metrics, dashboards, and performance indicators to improve mean time to restore, process adherence, data quality, and overall service health.

Mentor team members, influence stakeholders without direct authority, and promote a culture of accountability, resilience, innovation, and continuous improvement.

Required Qualifications

5 or more years of experience in IT Service Management, Incident Management, Technology Operations, or a related discipline.

Experience leading enterprise level service management or incident management activities within a complex, highly regulated environment.

Strong knowledge of IT Service Management practices, incident lifecycle management, governance, risk management, audit readiness, and operational controls.

Hands on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.

Strong communication skills with the ability to engage executive and technical audiences and translate technical issues into business impact and action plans.

Demonstrated ability to influence cross functional teams, drive accountability, and lead through ambiguity and high pressure situations.

Preferred Qualifications

Experience within financial services, banking, or another highly regulated industry.

ITIL certification or equivalent service management certification.

Experience improving service management processes through automation, analytics, workflow design, or platform modernization initiatives.

Experience managing cyber incidents, operational incidents, regulatory events, or customer impacting incidents.

Core Competencies

Enterprise Service Management

Incident Management Leadership

Executive Communication

Stakeholder Management

Risk Based Decision Making

Operational Resilience

Service Governance

Process Improvement

Automation and Workflow Optimization

Data Driven Decision Making

Problem Management

Team Leadership and Mentorship

Education and Certifications

Bachelor's degree in Computer Science, Information Technology, Business Administration, Management, or a related field preferred.

Additional certifications in IT Service Management, Incident Management, Risk Management, Operational Resilience, or related disciplines preferred.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday to Friday

Pay Transparency

The salary range for this position is $120,000 to $150,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, budget, work location, and relevant skills and experience.

Benefits

Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.

Citizens Benefits Overview

https://jobs.citizensbank.com/benefits

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Education:Why Work for UsEmployment Type: 1ST

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