Problem Manager

General Dynamics Information Technology; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Comprehensive benefits and wellness

401K with company match

Competitive pay and paid time off

Job summary

General Dynamics Information Technology seeks an experienced Problem Manager to own the problem management lifecycle, drive root cause analyses, and implement preventive actions. You will lead RCA sessions with stakeholders and technical teams, ensure timely problem resolution, and communicate findings to business partners.

You will analyze incident data, maintain the Known Error Database, and collaborate with Helpdesk, Operations, and Development to close gaps in root cause identification.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years in IT service management or a related role with a focus on problem management.
• Active Top Secret clearance.
• ITIL Foundation certification required.
• Experience with root cause analysis and implementing preventative measures.
• Experience with ITSM tools like ServiceNow.

Responsibilities

• Lead the problem management process, ensuring adherence to established frameworks and best practices.
• Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts.
• Develop and implement action plans to address identified problems and prevent recurrence.
• Analyze incident and problem data to identify trends and potential systemic issues.
• Create detailed reports and dashboards for stakeholders, highlighting findings and metrics.
• Maintain and update the Known Error Database (KEDB) with details about known errors, workarounds, and planned solutions.
• Collaborate with Helpdesk, Operations support and Development to bridge gaps in root cause identification.
• Serve as a liaison between technical teams and business stakeholders to provide updates.

Skills

Analytical thinking

Problem-solving

Attention to detail

Communication

Interpersonal skills

Time management

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 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

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• 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.