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Enterprise Service Delivery Problem Manager
Caesars Entertainment. Lead root cause analysis for major, recurring, and high-impact incidents.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management and Problem Management, with a strong focus on root cause analysis, incident trend analysis, and the development of effective remediation plans. Proficient in leveraging ServiceNow for managing incidents, problems, and knowledge management to enhance service stability and operational efficiency.
Highest-signal resume keywords
ServiceNow ExpertiseRoot Cause AnalysisITIL ExperienceProblem Management Program DevelopmentCross-Functional Team Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Incident ManagementProblem ManagementChange ManagementKnowledge ManagementCMDB ManagementService Management ProcessesMetrics DevelopmentOperational DocumentationRemediation PlanningTrend Analysis
Soft Skills
FacilitationCollaborationCommunicationEscalation ManagementAnalytical Thinking
Tools & Technologies
ServiceNow
Certifications & Qualifications
ITIL CertificationLean Six SigmaProject Management Certification
Industry Keywords
IT Service ManagementOperationsIncident ManagementService DeliveryITIL-Based Environments
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead root cause analysis for major, recurring, and high-impact incidents.
- Manage Problem Records, Known Errors, workarounds, and corrective actions in ServiceNow.
- Analyze incident trends and identify recurring issues requiring long-term remediation.
- Facilitate cross-functional Tiger Teams to investigate and resolve chronic issues.
- Ensure remediation plans are developed, tracked, and completed.
- Drive knowledge management, SOP creation, and operational documentation.
- Partner with Infrastructure, Applications, Security, and Operations teams to improve service stability.
- Develop and report metrics related to recurring incidents, outages, and problem resolution effectiveness.
- Identify chronic service issues and systemic weaknesses.
- Drive initiatives focused on reducing outages, service disruptions, and operational risk.
- Develop and manage remediation plans for identified problems.
- Track corrective actions through completion.
- Escalate overdue actions and unresolved risks to leadership.
- Validate effectiveness of implemented solutions and confirm recurrence risk has been mitigated.
Requirements
What you’ll need- Deep knowledge of ServiceNow, including Incident, Problem, Change, Knowledge, CMDB, and Service Management processes.
- Demonstrated experience transforming and maturing Problem Management programs.
- 5+ years of experience in IT Service Management, Operations, Incident Management, Problem Management, or Service Delivery.
- Experience conducting root cause analysis and leading cross-functional investigations.
- Experience working in ITIL-based environments.
- Bachelor’s degree in information technology, Business, or related field preferred.
- ITIL certification is preferred.
- Lean Six Sigma, Project Management, or ServiceNow certifications are a plus.