ITSM Problem Manager

General Dynamics - IT; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

AI-powered career tool

Internal mobility team

Comprehensive benefits and 401K

Military-friendly workplace

Job summary

General Dynamics - IT seeks an experienced ITSM Problem Manager to identify root causes of recurring incidents and drive preventive actions to stabilize IT services. You will lead RCA sessions and coordinate with cross-functional teams.

You will analyze incident data, maintain the Known Error Database, and create dashboards for stakeholders while managing multiple priorities in a federal contracting environment.

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• Minimum of 5 years in IT service management with a focus on problem management.
• Active Top Secret clearance.
• Strong ITIL knowledge; ITIL Foundation certification required.
• Experience with ServiceNow and data analysis tools.
• Excellent analytical and communication skills.

Responsibilities

• Own and lead the problem management process and drive root cause analyses.
• Collaborate with cross-functional teams to resolve incidents and prevent recurrence.
• Develop RCA sessions and document findings.
• Create reports and dashboards; maintain Known Error Database.
• Bridge gaps between operations, development, and service management.
• Communicate updates to stakeholders and manage priorities.

Skills

ITIL knowledge

ITIL Foundation certification

Analytical and problem-solving

Strong communication and interpersonal

Ability to manage multiple priorities

Experience with federal government

Root cause analysis

Education

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

Tools

ServiceNow

Data analysis tools

Job description

We are seeking a highly motivated and experienced ITSM Problem Manager to join our team. This role is critical to ensuring the stability and reliability of IT services by identifying, analyzing, and resolving root causes of recurring incidents. The Problem Manager will collaborate with cross-functional teams, lead root cause analyses, and implement preventive measures to enhance overall service quality and minimize operational disruptions.

Key Responsibilities:

• Problem Management Process Ownership:
  • Lead the problem management process, ensuring adherence to established frameworks and best practices
  • Drive the investigation and resolution of underlying problems causing incidents
• Root Cause Analysis (RCA):
  • Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
  • Ensure timely identification and resolution of root causes and contributing factors
• Preventative Actions:
  • Develop and implement action plans to address identified problems and prevent recurrence
  • Monitor the effectiveness of preventive measures and adjust strategies as needed
• Data Analysis and Reporting:
  • Analyze incident and problem data to identify trends and potential systemic issues
  • Create detailed reports and dashboards for stakeholders, highlighting key findings, actions, and performance metrics
  • Maintain and update the KEDB(Known Error Database) with details about known errors, workarounds, and planned solutions.
  • Work closely with the Helpdesk, Operations support and Development teams and follow up to bridge in gaps in identification of the root cause of problems
• Collaboration and Communications:
  • Work closely with IT operations, development and service management teams to ensure seamless problem resolution
  • Serve as a liaison between technical teams and business stakeholders to provide updates and gather feedback

Required Qualification:

• Bachelor’s degree in Computer Science, Information Technology, or related field
• Minimum of 5 years of experience in IT service management or a related role, with a focus on problem management
• Active Top Secret clearance
• Strong knowledge of ITIL practices, with ITIL Foundation certification required
• ITIL 4 Practitioner: Problem Management preferred, but not required
• Proven experience conducting root cause analysis and implementing preventative measures
• Excellent analytical and problem-solving skills, with attention to detail
• Proficient using ITSM tools like ServiceNow and data analysis tools
• Strong communication and interpersonal skills to interact with technical and non-technical stakeholders
• Ability to manage multiple priorities in a fast-paced environment
• Experience in federal government contract space

GDIT IS YOUR PLACE

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.