Senior IT Problem Manager – RCA & ITIL Expert

General Dynamics IT; Washington (District of Columbia); On-site; USD 111,000 - 150,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Health benefits

Job summary

General Dynamics IT in Washington, DC is seeking an experienced Problem Manager to drive root cause analyses and resolve recurring incidents to improve service quality.

You will own the problem management process, coordinate with IT operations, Helpdesk and Development, and implement preventative actions.

Requirements include a Bachelor's degree, 5+ years in ITSM, Top Secret clearance, and ITIL certifications; the role offers strong benefits and growth opportunities.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 5 years of IT service management experience with a focus on problem management.
• Active Top Secret clearance is required.
• ITIL Foundation certification required.
• Experience conducting root cause analysis and implementing preventative measures.
• Strong communication and interpersonal skills.
• Experience in federal government contract space.

Responsibilities

• Lead the problem management process and ensure best practices.
• Drive investigation and resolution of underlying problems causing incidents.
• Facilitate and document RCA sessions with stakeholders and technical teams.
• Ensure timely identification and resolution of root causes and contributing factors.
• Develop and implement actions to address identified problems and prevent recurrence.
• Monitor the effectiveness of preventive measures and adjust strategies as needed.
• Create detailed reports and dashboards for stakeholders highlighting findings and metrics.
• Maintain and update the Known Error Database (KEDB).
• Collaborate with Helpdesk, Operations, and Development to bridge gaps in root cause identification.

Skills

IT services

IT operations

Problem management

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Data analysis tools

Job description

General Dynamics IT in Washington, DC is seeking an experienced Problem Manager to drive root cause analyses and resolve recurring incidents to improve service quality.

You will own the problem management process, coordinate with IT operations, Helpdesk and Development, and implement preventative actions.

Requirements include a Bachelor's degree, 5+ years in ITSM, Top Secret clearance, and ITIL certifications; the role offers strong benefits and growth opportunities.