> Markdown version of [/jobs/ext/2546543-itsm-change-problem-manager-servicedesk-plus](https://www.wearedevelopers.com/jobs/ext/2546543-itsm-change-problem-manager-servicedesk-plus). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ITSM Change & Problem Manager (ServiceDesk Plus) - **Company:** Cognizant Technology Solutions Corporation - **Location:** Des Moines, IA, United States - **Experience:** Expert - **Salary:** $79,000.0 - $92,000.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Data Analysis, Microsoft Azure, Cloud Computing, Configuration Management Databases, Configuration Management, Cyber Security, Databases, Information Technology Operations, Knowledge Management, Power BI, Server Administration, User Environment Management, Workflow Management Systems, Computer Network Operations, Servicenow - **Published:** August 16, 2026 - **Apply:** https://www.businessworkforce.com/job.asp?id=3356002006&tx=IT9083TTI&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54 ## About the Role * Change Management Module Administration * Problem Management Module Administration * Workflow Configuration * CAB Governance * Reporting & Dashboard Development * CMDB Integration * Knowledge Management Integration ITIL Process Expertise * Change Enablement * Problem Management * Incident Management * Major Incident Management * Knowledge Management * Configuration Management * Service Level Management * Continual Service Improvement Technical Understanding * Infrastructure Services * Cloud Platforms (Azure/AWS) * Network Operations * End User Computing * Server Administration * Database Platforms * Security Operations Preferred Skills * ServiceNow or other enterprise ITSM platforms * Power BI Reporting * Automation & Workflow Design * IT Operations Analytics * Risk Management * Lean / Continual Improvement Methodologies Key Competencies * Change Risk Assessment * Root Cause Analysis (RCA) * CAB Leadership * Problem Solving * Executive Communication * Stakeholder Management * Process Governance * Service Improvement Leadership * Data Analysis & Reporting ## Description Change Management * Own and administer the end-to-end Change Management process. * Govern Standard, Normal, Emergency, and Major Changes. * Review, assess, and approve change requests based on business impact and risk. * Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings. * Ensure appropriate risk assessments, backout plans, implementation schedules, and approval workflows. * Track change success rates and change-related incidents. * Ensure compliance with maintenance windows and customer governance requirements. * Coordinate change activities across Infrastructure, Applications, Security, Cloud, Network, Database, and End User Computing teams. Problem Management * Own and drive the Problem Management lifecycle. * Lead Root Cause Analysis (RCA) activities for recurring and major incidents. * Facilitate problem review and corrective action meetings. * Establish Known Error Database (KEDB) management processes. * Identify recurring incident trends and proactive improvement opportunities. * Drive permanent resolution of underlying causes impacting service stability. * Coordinate cross-functional technical teams to identify and eliminate recurring issues. * Track corrective and preventive actions through closure. Major Incident Support * Partner with Major Incident Managers during Priority 1 and Priority 2 incidents. * Lead post-incident reviews and lessons learned sessions. * Ensure action items are documented, assigned, tracked, and completed. * Maintain RCA quality standards and reporting timelines. ServiceDesk Plus Administration * Configure and administer Change and Problem Management modules within ServiceDesk Plus. * Maintain workflows, approval processes, templates, categorizations, and automation rules. * Develop dashboards and reporting for operational and executive stakeholders. * Ensure integration with CMDB, Asset Management, Incident Management, and Knowledge Management processes. Governance, Compliance & Risk Management * Establish ITIL-aligned Change and Problem Management governance. * Conduct process compliance audits and control reviews. * Ensure adherence to customer policies, regulatory requirements, and contractual obligations. * Identify operational risks and develop remediation plans. * Drive continual service improvement initiatives. Reporting & Executive Governance * Develop operational and executive dashboards. * Present service improvement opportunities and risk assessments to leadership. * Provide monthly governance reporting covering: * Change Success Rate * Emergency Change Trends * Failed Changes * Repeat Incidents * Problem Backlog * RCA Timeliness * Risk Exposure * Availability Improvements * Service Stability Metrics ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [10 Creative Workshop Ideas for Conferences](https://www.wearedevelopers.com/magazine/363-10-creative-workshop-ideas-for-conferences) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)