• Lead thorough investigations and implement permanent solutions for recurring incidents using techniques like Root Cause Analysis (RCA), Fishbone diagrams, and the Five Whys method, including deploying software patches, updating configurations, or redesigning processes. The primary objective is to prevent recurrence and minimize business impact. • Coordinate and facilitate Post-Mortem Reviews (PMRs) to identify root causes, lessons learned, and track corrective actions for incidents, including significant incidents and Executive Summaries. • Coordinate, facilitate, and track Business Facing Metrics (BFM) and maintain the Global Incident Reporting Board (GIRB) for comprehensive visibility into incident trends. • Maintain a strategic overview of the problem queue, ensuring timely updates and adherence to the problem management process. • Develop and own meaningful problem management dashboards within ServiceNow's Performance Analytics. • Drive continuous improvement initiatives by analyzing problem trends and performance metrics. This includes collaborating with the Process Owner on governance, improvement initiatives, ServiceNow optimization, and documentation updates. • Proactively identify, assess, and escalate potential risks to the Process Owner, developing mitigation strategies to minimize business impact. • Enhance the problem management process within ServiceNow, including supporting upgrades and partnering with ITSM process owners (Incident, Change, etc.), Operations Product Manager, Reporting lead, and the ServiceNow team to optimize tooling and prioritize enhancements. • Assist with general ServiceNow incidents, requests, and enhancements. • Maintain a comprehensive knowledge base of known errors and workarounds. • Develop and present regular reports on problem management activities, including KPIs and trends, to leadership. • Actively participate in Agile ceremonies (sprint planning, stand-ups, reviews, retrospectives). • Monitor the effectiveness of implemented solutions, making necessary adjustments, and continuously seeking ways to improve Problem Management processes. • Promote process excellence by researching industry best practices and leveraging AI and Predictive Intelligence functionalities within ServiceNow for process improvement, automation, and optimization.