IT Problem Manager: RCA & Preventive Action Lead

General Dynamics Corporation; Washington, Northern (District of Columbia, KY); Hybrid; USD 111,000 - 150,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid time off

Job summary

GDIT is seeking a seasoned Problem Manager to own and drive problem management processes, lead RCA sessions, and implement preventive actions across IT services. You will work with cross-functional teams to improve service reliability, reduce incidents, and maintain data-driven insights for leadership.

The role requires 5+ years in ITSM with ITIL foundations, strong analytical skills, and experience with ServiceNow in a federal contract environment. Top Secret clearance preferred or required.

Qualifications

• Bachelor's degree required in CS/IT or related field.
• Minimum 5 years in IT service management or related role focusing on problem management.
• Strong ITIL knowledge with ITIL Foundation certification required.
• ITIL 4 Practitioner: Problem Management preferred but not required.
• Experience conducting root cause analyses and implementing preventive measures.
• Excellent analytical and problem-solving skills with attention to detail.
• Proficient with ITSM tools like ServiceNow and data analysis tools.
• Strong communication and interpersonal skills to interact with stakeholders.

Responsibilities

• Lead the problem management process and ensure adherence to frameworks and best practices.
• Facilitate RCA sessions with stakeholders and technical teams; ensure timely root cause resolution.
• Develop and implement action plans to address identified problems and prevent recurrence.
• Analyze incident and problem data to identify trends and systemic issues; create reports and dashboards.
• Maintain the Known Error Database with details on errors, workarounds, and planned solutions.
• Collaborate with Helpdesk, Operations support, and Development to bridge gaps in root cause identification.
• Serve as liaison between technical teams and business stakeholders for updates and feedback.

Skills

Information Technology (IT) Services

Information Technology Operations

Problem Management

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

GDIT is seeking a seasoned Problem Manager to own and drive problem management processes, lead RCA sessions, and implement preventive actions across IT services. You will work with cross-functional teams to improve service reliability, reduce incidents, and maintain data-driven insights for leadership.

The role requires 5+ years in ITSM with ITIL foundations, strong analytical skills, and experience with ServiceNow in a federal contract environment. Top Secret clearance preferred or required.