ITSM Problem Manager (part of General Dynamics)

• 3.7 Washington, DC $122,275 - $165,431 a year Apply on company site Clearance Level Top Secret Category IT Infrastructure and Operations Location Washington, District of Columbia ( Onsite Workplace ) Key Skills For Success Information Technology (IT) Services Information Technology Operations Problem Management REQ#:

RQ228472

Public Trust:

None Requisition Type:

Regular Your Impact Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on. 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. Work Requirements Years of Experience 5 + years of related experience may vary based on technical training, certification(s), or degree Certification Travel Required Less than 10% Citizenship U.S. Citizenship Required Salary and Benefit Information 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. 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