Problem Management Specialist, NA
Vantage Data CentersRemote
Full Time
Posted October 6, 2026
$85k - $105k
Climate Technology
Remote
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Application opens on company website
Listing evidence and provenance
- Source
- Workday View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed October 7, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Climate Technology
- Pay provenance
- Employer-provided pay
Job Description
Site Operations teams manage our buildings under the governance provided by Business Operations, ensuring best-in-class data center services for our customers.
Key Responsibilities
- Review qualifying Site Operations incidents and initiate Problem records in ServiceNow when root cause analysis, corrective action, or recurrence prevention is required
- Plan and facilitate root cause analysis sessions, gathering incident timelines, technical evidence, asset history, procedures, monitoring data, and stakeholder input
- Document clear problem statements, business and operational impacts, contributing factors, root causes, cause codes, workarounds, known errors, lessons learned, and recommended actions
- Create, assign, and track problem tasks, corrective and preventive actions, work orders, and related change requests through validation and closure
- Monitor Problem records and assigned actions for aging, service-level performance, overdue commitments, dependencies, and risks; engage owners and escalate barriers as needed
- Prepare accurate internal, executive, and customer-facing root cause analysis reports, status updates, governance metrics, and trend summaries
- Develop and maintain Problem Management procedures, templates, quality standards, dashboards, training materials, and governance routines that make the process practical for frontline teams
- Partner with Site Operations, the Operations Management Center, Reliability Engineering, Automation Systems, Security, Customer Experience, Legal, vendors, and other stakeholders to coordinate investigations and remediation activities
- Define reporting, workflow, automation, and data-quality requirements; support testing and implementation of improvements within ServiceNow and related operational tools
Requirements
- Demonstrated experience applying ITIL Problem Management principles, including problem identification, root cause analysis, known-error management, corrective-action tracking, and formal closure
- Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience
- 3 years of experience in Problem Management or equivalent supporting function
- Hands-on experience managing Problem records, problem tasks, known errors, workarounds, and related incident and change records in ServiceNow or a comparable IT service management platform or computerized maintenance mananagement system (CMMS).
- Ability to facilitate structured investigations with technical and operational teams, challenge symptom-based conclusions, and guide stakeholders toward evidence-based root causes and practical corrective actions
- Working knowledge of root cause analysis methods such as the 5 Whys, causal-factor analysis, fault-tree analysis, fishbone diagrams, or equivalent structured techniques
- Strong organizational, written and verbal communication skills, with experience coordinating multiple action owners, dependencies, due dates, service-level commitments, and escalations across concurrent investigations
- Ability to translate complex technical findings into concise, factual, and audience-appropriate root cause analysis reports, executive updates, customer communications, and lessons learned
- Proven ability to work effectively with cross functional teams, engineering, service management, vendors, and business stakeholders while maintaining objectivity, accountability, and a constructive approach during complex or high-visibility investigations
- Advanced skills in Microsoft Office 360Suite – Excel, Word, Power Point, Project, and Visio
- Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required
- Up to 5% travel required may change if business needs expand.
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