Problem Management Coordinator

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The Problem Management Coordinator will be charged with managing the operational aspects of problem handling, ensuring efficient execution, monitoring, and communication of tasks. This role will help streamline problem resolution processes, improve customer satisfaction, and contribute to operational excellence.

RESPONSIBILITIES, Other Duties May Be Assigned.

• Manage day-to-day operations of problem handling, ensuring timely execution and communication.
• Actively monitor and prioritize problem tickets and tasks in ServiceNow, ensuring appropriate assignment to teams (e.g., Facilities, DCIM, Tier 4, Security, Property Development).
• Ensure accurate and timely documentation of root cause analysis (RCA) and resolution details.
• Actively prioritize Problems effectively by scale, value and impact.
• Schedule and facilitate problem management meetings.
• Effectively distribute meeting notes, action items, and deadlines to invitees and leadership.
• Generate regular reports on overdue tasks, trends, and resolution timelines for visibility and accountability.
• Collaborate with process managers to identify recurring problems and develop long-term solutions.
• Assist in developing and refining problem management processes and policies to align with ITIL best practices.
• Support the creation of a formal problem management policy and standard operating procedures (SOPs).
• Ensure effective communication with stakeholders regarding problem status, RCA findings, and resolution progress.
• Coordinate with OSC leadership for After Action Report (AAR) and Incident Review Report (IRR) updates.
• Partner with OSC leads, problem process owners, and incident managers to align on problem prioritization and resolution strategies.
  
  

Basic Qualifications

• Bachelor’s degree or professional equivalent
• Two or more years of direct experience with engineering related activities in a technical or critical environment (data center, nuclear power, hospital, pharmaceutical, semiconductor, industrial/commercial field engineering.
  
  

Preferred Qualifications

• ITIL certification highly preferred.
• PMP Certification highly preferred.
• Strong project management experience with a track record of coordinating corrective actions across multiple teams.
• Experience with ServiceNow or similar IT service management tools.
  
  

Knowledge, Skills And Abilities

• Strong critical thinking and decision-making skills.
• Project management expertise for coordinating corrective actions across teams.
• Data analysis skills to generate insights from problem metrics and trends.
• Strong facilitation and documentation skills for meetings and reports.
• Ability to work in a fast-paced, dynamic environment with evolving processes.
• Ability and willingness to think outside of the box to find creative and innovative solutions to improve quality and reliability
• Proven critical thinking skills to analyze and solve complex problems effectively.
• Familiarity with facility operations or data center environments is strongly preferred.
• Strong organizational, analytical, and communication skills.
• Background in Data Center or heavy asset environment such as manufacturing.
• ⁠Basic understanding of both mechanical and electrical equipment, systems and design related to data centers.
• Knowledge of electricity and medium to low voltage electrical distribution systems
• Knowledge of emergency backup systems (generators, UPS, battery backup)
  
  

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
• This position is bonus eligible.
  
  

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.