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), Access to Healthcare, Dental, and Vision Insurance Plan of Choice, 401k Plan

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 is a high-visibility, hybrid role requiring excellent analytical, communication, and stakeholder management skills. Click Apply Now to join the Chamberlain experience.

What you will be Accountable for:

• 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.

What Qualifications you will Need:

• Bachelor’s degree in Information Technology, Computer Science, or a 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 escalate 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 across the world, our client is always looking for talented, driven, and passionate individuals to join their team. Devoted to delivering profitability and sustainable long-term value for their customers, communities, shareholders, and co-workers around the world, our client is one of the best in the industry. This organization is dedicated to empowering employees to be innovative and continuously encouraging employees to develop their skills and interests to advance their professional careers.

Why Work with Chamberlain?
Chamberlain Advisors is a veteran-owned business that provides human capital solutions across a wide range of industries and engagement types. Chamberlain candidates benefit from our unique hiring and interviewing process which has been designed to increase the likelihood that they will be successful in their job searches. This is achieved through our 5-step recruitment process, ensuring a top-of-the-line candidate experience. Find out what makes us different; apply to Chamberlain today.

Equal Employment Opportunity
Chamberlain Advisors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Chamberlain Advisors complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Chamberlain Advisors expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Chamberlain Advisors' employees to perform their job duties may result in discipline up to and including discharge.

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