Ford Pro · 23 hours ago
ITSM Problem Analyst
United States
Full-time
Remote
Mid, Senior Level
$97K/yr - $162K/yr
5+ years expFord Motor Company is seeking a highly motivated and experienced ITSM Problem Analyst to join their dynamic IT team within the automotive sector. This role is instrumental in ensuring the reliability and continuity of IT services by proactively identifying, analyzing, and resolving the root causes of recurring incidents across complex manufacturing and operational environments.
SoftwareAutomotiveLogisticsFleet Management
No H1B
Responsibilities
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
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Minimum of 5 years of hands-on experience in Incident and Problem Management roles, preferably within the automotive manufacturing domain
Proven track record in managing major incidents and problems in multi-vendor, geographically dispersed environments
Strong understanding of technical infrastructure (networking, storage, cloud, databases)
Excellent communication, organizational, business analysis, presentation, critical thinking, and problem-solving skills
Ability to multitask, lead process improvement initiatives, and collaborate effectively with diverse teams and stakeholders
Experience with data analysis and reporting tools
Experience in Global Command Center environments
Preferred
ITIL Foundation/Expert certification is highly preferred
Experience using ITSM tools such as ServiceNow, Remedy, or other incident management platforms. ServiceNow strongly preferred
ServiceNow Performance Analytics experience
Benefits
Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.
Company
Ford Pro
Ford Pro is a productivity accelerator designed to drive the business forward, delivering solutions to commercial customers of all sizes.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew Frick
Interim Head
Recent News
2025-10-04
2025-10-01
Company data provided by crunchbase