Problem Manager — Root-Cause & ITIL Lead (Top Secret)

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 111,000 - 150,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks an experienced Problem Manager to lead root cause analyses and implement preventive measures for IT services.

You will own the problem management process, coordinate with cross-functional teams, and drive improvements to reduce incidents and outages. The role requires a Top Secret clearance, a Bachelor’s in a related field, and strong ITIL knowledge with hands-on ITSM tools experience, especially ServiceNow.

Qualifications

• 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

Responsibilities

• Lead the problem management process, ensuring adherence to established frameworks and best practices
• Drive the investigation and resolution of underlying problems causing incidents
• Develop and implement action plans to address identified problems and prevent recurrence
• Monitor the effectiveness of preventive measures and adjust strategies as needed
• Analyze incident and problem data to identify trends and potential systemic issues
• Create detailed reports and dashboards for stakeholders, highlighting findings and actions
• Maintain and update the Known Error Database with details about known errors and workarounds
• Collaborate with IT operations, development and service management teams to bridge gaps in root cause identification
• Serve as a liaison between technical teams and business stakeholders for updates and feedback

Skills

Problem Management

Root Cause Analysis

ServiceNow

Data Analysis

ITIL Practices

Communication Skills

Collaboration

Education

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

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. seeks an experienced Problem Manager to lead root cause analyses and implement preventive measures for IT services.

You will own the problem management process, coordinate with cross-functional teams, and drive improvements to reduce incidents and outages. The role requires a Top Secret clearance, a Bachelor’s in a related field, and strong ITIL knowledge with hands-on ITSM tools experience, especially ServiceNow.