Problem Management Lead: ITIL RCA Expert

SAIC; Colorado Springs (CO); On-site; USD 80,000 - 120,000; Full time

Job summary

SAIC is seeking a Problem Manager to support NORAD/USNORTHCOM IT Enterprise Services. The role is onsite in Colorado Springs and focuses on problem identification, RCA, knowledge management, and continual service improvement within the SMO. You will collaborate with Incident, Change, and Knowledge teams and report on key metrics to leadership.

A Secret clearance and ITIL experience are required. Target salary range reflects market rate for the region and role, with a strong emphasis on

Qualifications

• Bachelor’s degree in Information Technology or a related field and 5+ years of IT operations experience.
• Proven experience managing the lifecycle of problems, including RCA and maintaining a Known Error Database.
• ITIL knowledge with ITIL 5 certification preferred; ITSM tooling experience with Ivanti and/or ServiceNow.

Responsibilities

• Identify problem candidates by analyzing incident trends and data across systems.
• Lead RCA and define problem resolutions and preventive actions.
• Maintain Known Errors and ensure knowledge base articles are high quality.
• Collaborate with Incident, Change, and Knowledge Leads to improve service delivery.
• Provide reports to SMO leadership with KPI insights.

Skills

ITIL

Data analysis

Stakeholder communication

DevOps collaboration

Education

Bachelor’s degree in IT

Tools

Ivanti

ServiceNow

Job description

SAIC is seeking a Problem Manager to support NORAD/USNORTHCOM IT Enterprise Services. The role is onsite in Colorado Springs and focuses on problem identification, RCA, knowledge management, and continual service improvement within the SMO. You will collaborate with Incident, Change, and Knowledge teams and report on key metrics to leadership.

A Secret clearance and ITIL experience are required. Target salary range reflects market rate for the region and role, with a strong emphasis on