Job Title:

Major Incident and Problem Management Specialist Location:

Dallas, TX Job Type:

Contract Duration:

6+ Months Job Overview Our client is seeking an experienced Major Incident and Problem Management Specialist to serve as the central point of contact during major incidents, drive problem resolution, and manage service request workflows. The ideal candidate will have strong ITIL knowledge and a proven track record coordinating cross-functional technical teams under pressure. Key Responsibilities Act as central coordinator during major incidents, managing communication with technical teams, service desks, and senior leadership Assess severity and impact, prioritize actions, and allocate resources effectively Form collaborative action plans with clear roles, deadlines, and accountability Conduct root cause analysis (RCA) for recurring incidents and manage problem records Develop workarounds and permanent fixes in collaboration with technical and development teams Post updates to IT Status Page and communicate status to stakeholders throughout the incident lifecycle Participate in weekly/monthly on-call rotation Design workflows for Service Request and Catalog Management Prepare and present metrics reports on incident and problem management activities Facilitate knowledge sharing and promote best practices across the organization Required Skills Major Incident Management and Crisis coordination Problem Management and Root Cause Analysis Service Request and Catalog Management Stakeholder communication and executive-level reporting ITIL framework knowledge ServiceNow (Incident, Problem, Service Request modules) Workflow design and requirement gathering Preferred Skills ITIL certification Experience with IT Status Page tools Knowledge base and process improvement experience Location & Work Model Dallas, TX Engagement Details Contract - 6+ Months