ITSM Problem Analyst

What You'll Do: We are seeking a highly motivated and experienced ITSM Problem Analyst to join our dynamic IT team within the automotive sector. This high-impact role is instrumental in ensuring the reliability and continuity of our IT services by proactively identifying, analyzing, and resolving the root causes of recurring incidents across our complex manufacturing and operational environments. The ideal candidate will be a strategic thinker with strong analytical skills and a proven track record in IT Service Management (ITSM) best practices. At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrowu2019s transportation. 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. Qualifications & Desired Skills: + 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. + ITIL Foundation/Expert certification is highly preferred. + Proven track record in managing major incidents and problems in multi-vendor, geographically dispersed environments. + Experience using ITSM tools such as ServiceNow, Remedy, or other incident management platforms. ServiceNow strongly preferred. + 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. + ServiceNow Performance Analytics experience. You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builderu2026or all of the above? No matter what you choose, we offer a work life that works for you, including: u2022 Immediate medical, dental, vision and prescription drug coverage u2022 Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more u2022 Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more u2022 Vehicle discount program for employees and family members and management leases u2022 Tuition assistance u2022 Established and active employee resource groups u2022 Paid time off for individual and team community service u2022 A generous schedule of paid holidays, including the week between Christmas and New Yearu2019s Day u2022 Paid time off and the option to purchase additional vacation time. This position is a salary grade 8 and ranges from $96,720-162,120. For more information on salary and benefits, click here: Visa sponsorship is not available for this position. Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660. #LI-Remote #LI-GR1 Requisition ID : 58465

Created: 2026-02-16