IT Service Management Problem Manager

3 weeks ago


San Antonio, Texas, United States Leidos Full time
ITSM Problem Manager Job Description

Leidos is seeking a skilled ITSM Problem Manager to join our team in San Antonio, Texas. As a key member of our Maintenance Operations Center, you will play a critical role in supporting the Air Force Integrated Defensive Cyberspace System (IDCS).

Key Responsibilities:
  • Identify and analyze recurring incidents and problems in the integrated IT system, collaborating with Incident Management and other teams to gather relevant data and root causes.
  • Conduct thorough root cause analysis to understand the underlying reasons for incidents and problems, implementing effective techniques or other problem-solving methodologies.
  • Coordinate communication across teams, implementing proactive measures to prevent recurring incidents, which may involve working with Change Management to implement permanent fixes, process improvements, or updates to documentation and training.
  • Maintain accurate records of problems, their root causes, and the solutions implemented, documenting timeline, track action, impact, and relay communication back to customer.
  • Work diligently to find solutions to problems, coordinating with technical experts if necessary, ensuring problems are resolved in a timely manner and communicating the progress to stakeholders.
  • Analyze incident data to identify trends and potential problems before they escalate, using this analysis to prioritize problem resolution efforts and prevent widespread issues.
  • Continuously seek opportunities to improve system performance by addressing underlying problems, working on improvement plans in collaboration with other ITSM processes to enhance service quality.
Requirements:
  • Bachelor's degree and 8+ years of experience in ITSM problem management, additional years of experience will be acceptable in lieu of a degree.
  • ITIL Certification.
  • Service Now experience including reporting.
  • Customer-service oriented with a problem-solving attitude.
  • Excellent written and verbal communications skills.
  • Proficient in Microsoft Office tools, primarily Word, Excel, and PowerPoint.
  • Able to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.
  • Excellent verbal and written communication skills.
  • Must Hold a current Top Secret/SCI Clearance. US Citizenship required.

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