Problem Manager (ServiceDesk)

Freelance opportunity Start date: ASAP Duration: 6 months plus extensions Working hours: 40 hours Locations: Hillerod, Denmark – 3 days/weeks Language: English Background – ServiceDesk expert. Incident tracking, trending of different issues they have (find root cause to avoid future tickets to appear). Create meetings with SME’s from different areas. Problem Manager within the ServiceDesk team, based in Denmark. This role is critical to strengthening the incident resolution capabilities and improving overall service stability. Key Responsibilities (Problem Manager)

• Own and manage the end-to-end Problem Management process.
• Perform root cause analysis for recurring and major incidents.
• Identify trends and proactively prevent incidents.
• Drive permanent fixes and ensure known errors are documented.
• Collaborate closely with Incident, Change, and ServiceDesk teams.
• Maintain and manage the Known Error Database (KEDB).
• Facilitate problem review meetings and post-incident reviews.
• Ensure timely resolution of problems and track progress.
• Report on problem metrics, trends, and improvements.
• Promote continuous service improvement across IT operations.

Required Qualifications

• Strong experience in IT Service Management (ITSM), preferably within ServiceDesk environments.
• Solid understanding of ITIL Problem Management practices.
• Proven experience in root cause analysis methodologies (e.g., RCA, 5 Whys, Fishbone).
• Excellent stakeholder management and communication skills.
• Ability to work cross-functionally with technical and business teams.
• Experience with ITSM tools (e.g., ServiceNow or similar).
• Strong analytical and problem-solving mindset.
• Ability to manage multiple priorities in a fast-paced environment.