Sr. Problem Manager

Senior IT Service Management (ITSM) Problem Manager

This specialized role within the DTRA I3TS program focuses on managing and resolving recurring issues to prevent them from affecting mission operations. The role addresses Problem Management associated with a mission-focused, integrated IT System deployed worldwide.

Clearance Requirement: Must hold a current Top Secret/SCI Clearance. US Citizenship required.

• Problem Identification:
  Identify and analyze recurring incidents and problems in the integrated IT system. Collaborate with Incident Management and other teams to gather relevant data and root causes of issues. Review previous day opened incidents related to the problem tickets and conduct spot audits.
• Root Cause Analysis:
  Conduct thorough root cause analysis to understand the underlying reasons for incidents and problems. Implement effective techniques or other problem‑solving methodologies.
• Proactive Problem Management:
  Coordinate communication across teams. Implement proactive measures to prevent recurring incidents. This may involve 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. Facilitate communication and knowledge sharing among teams. This collaboration will include tasks including diagnose, determine corrective actions, and resolve technical issue while actively working with Tier 2/3.
• Documentation:
  Maintain accurate records of problems, their root causes, and the solutions implemented. Document timeline, track action (including after actions), impact and relay communication back to customer. Help Create and update knowledge base articles related to problem tickets to help Service Desk and other support teams handle similar incidents in the future, working alongside the SLM.
• Problem Resolution:
  Work diligently to find solutions to problems, coordinating with technical experts if necessary. Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.
• Incident Trend Analysis:
  Analyze incident data to identify trends and potential problems before they escalate. Use this analysis to prioritize problem resolution efforts and prevent widespread issues. Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.
• Service Improvement:
  Continuously seek opportunities to improve system performance by addressing underlying problems. Work 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. Present findings to program management and customer.
• Training and Mentoring:
  Provide guidance and training to other IT staff on best practices related to problem management. Mentor team members and share knowledge to enhance problem‑solving skills within the organization.
• Adherence to ITIL Practices:
  Adhere to ITIL (IT Infrastructure Library) best practices and guidelines related to problem management. Ensure 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. Prioritize 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. Stay updated with industry trends and best practices related to problem management.

• Bachelor’s degree and 8+ years of experience in ITSM problem management, additional, specific years of experience will be acceptable in lieu of a degree.
• Current ITIL4 Certification
• Service Now experience including reporting
• Customer-service oriented with a problem‑solving attitude
• Excellent written and verbal…