Problem Management Specialist

Problem Management Specialist – Pentagon

Key analytical leader responsible for overseeing all aspects of the problem management lifecycle and managing a dedicated technical team. Resolve highly complex problems using significant technical knowledge, partnering with executive leadership, senior military stakeholders, and cross‑functional teams to formulate executable remediation plans.

• Provide governance and facilitate postmortem investigations into high-impact incidents across technical teams to permanently resolve underlying faults.
• Analyze incident trend data and produce statistics to proactively identify potential interruptions to network services before they impact the mission.
• Assist with the diagnosis of faults, determine whether new incidents are related to existing problem records, and maintain the Known Error Database (KEDB).
• Facilitate technical meetings and coordinate with engineering, field operations, and change management teams to develop and deploy permanent workarounds and solutions.
• Develop and present comprehensive problem management metrics, KPIs, and dashboards (e.g., repeat incident reduction, RCA completion rates) for senior military and civilian stakeholders at Daily Operational and Weekly Intelligence meetings.
• Conduct proactive, deep‑dive data analysis of incident ticket queues to identify potential infrastructure degradation, recurring technical faults, and operational bottlenecks before they impact the mission.
• Produce comprehensive reports to demonstrate the performance of the Problem Management process, track repeat incidents, and create knowledge articles to empower Tier 1/Tier 2 support.
• Recommend structural, technical, or procedural changes to program leadership to reduce technical debt and enhance overall service stability.

• BA/BS or equivalent and 12+ years of prior relevant experience, or Master’s degree with 10+ years of prior relevant experience. Additional years of verifiable leadership experience may be accepted in lieu of a degree.
• Active DoD Secret clearance.
• Proven track record in a supervisory or management role overseeing IT support teams and technical field operations.
• Advanced knowledge and experience with enterprise IT operations, desktop support, and help‑desk principles.
• Familiarity with IT support operations and organizational structures within a standard DoD/military environment.
• 8140 compliant education, training, or certification (e.g., Security+, CISSP, Cyber 101, etc.).
• Deep familiarity with the Pentagon customer base, NIPRNet/SIPRNet environments, the 844th Communications Squadron, and DISA J6 frameworks.

• Advanced, power‑user proficiency with ITSM platforms (Service Now, BMC Remedy, or Jira), specifically leveraging Problem Management modules, creating reporting dashboards, and maintaining the KEDB.
• ITIL v4 Foundation (or higher) certification highly preferred. Deep understanding of ITIL best practices and at least two years of experience in quality assurance or IT workflow optimization.
• Advanced proficiency with ITSM platforms such as Remedy and/or Service Now, especially in leveraging these tools for operational reporting and resource management.
• Strong organizational, written, and oral communication skills with the ability to influence cross‑functional engineering teams, external vendors, and executive leadership.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.