ITSM Problem Manager

3 weeks ago

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

Job Summary:

Leidos is seeking an experienced ITSM Problem Manager to join our team in San Antonio, Texas. As a Problem Manager, you will be responsible for identifying and resolving recurring issues in our integrated IT system, ensuring seamless mission operations.

Key Responsibilities:

  • Problem Identification: Analyze recurring incidents and problems, collaborating with Incident Management and other teams to gather relevant data and root causes.
  • Root Cause Analysis: Conduct thorough root cause analysis to understand the underlying reasons for incidents and problems, implementing effective techniques or problem-solving methodologies.
  • Proactive Problem Management: Coordinate communication across teams, implementing proactive measures to prevent recurring incidents, including working with Change Management to implement permanent fixes, process improvements, or updates to documentation and training.
  • Collaboration: Collaborate with various IT teams, including Incident Management, Change Management, Engineering, and Service Desk, to resolve problems and prevent future occurrences, facilitating communication and knowledge sharing among teams.
  • Documentation: Maintain accurate records of problems, their root causes, and the solutions implemented, documenting timeline, tracking action, impact, and relaying communication back to customers.
  • Problem Resolution: Work diligently to find solutions to problems, coordinating with technical experts if necessary, ensuring problems are resolved in a timely manner and communicating progress to stakeholders.
  • Incident Trend Analysis: Analyze incident data to identify trends and potential problems before they escalate, using this analysis to prioritize problem resolution efforts and prevent widespread issues.
  • Service Improvement: 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.
  • Reporting: Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented, presenting findings to program management and customers.
  • Training and Mentoring: Provide guidance and training to other IT staff on best practices related to problem management, mentoring team members and sharing knowledge to enhance problem-solving skills within the organization.
  • Adherence to ITIL Practices: Adhere to ITIL best practices and guidelines related to problem management, ensuring that problem management processes align with ITIL standards and contribute to the overall ITSM framework.
  • Customer Focus: Understand the impact of recurring problems on customers and end-users, prioritizing problems that have a significant impact on service delivery and customer satisfaction.
  • Continuous Improvement: Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements, staying updated with industry trends and best practices related to problem management.

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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