ITSM Problem Manager

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret

Clearance Level Must Be Able to Obtain:

Top Secret

Public Trust/Other Required:

None

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Information Technology (IT) Services, Information Technology Operations, Problem Management

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are seeking a highly motivated and experienced ITSM 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.

The likely salary range for this position is $122,275 - $165,431. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans