ITSM Problem Manager - RCA & Preventive Action Lead

General Dynamics - IT; Washington (District of Columbia); Sur place; USD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

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Internal mobility team

Comprehensive benefits and 401K

Military-friendly workplace

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Formation

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

Outils

ServiceNow

Data analysis tools

Description du poste

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.