Daily Activities:

• Investigate and diagnose assigned problems for workarounds and/or root causes.
• Propose and submit known errors.
• Investigate and diagnose assigned known errors and propose solutions and workarounds.
• Implement corrective actions and close known errors.

Business Value:

• Reduced Downtime and Service Disruptions: By identifying and addressing root causes of recurring problems and Problem related to Major Incidents, the Problem Management Analyst will help minimize system downtime and service disruptions. This directly translates into improved business continuity, reduced revenue loss, and enhanced customer satisfaction.
• Cost Savings: Proactively addressing problems reduces the costs associated with incident response, service restoration, and business interruptions. Fewer incidents mean lower expenses related to manpower, resources, and potential revenue losses.
• Enhanced Customer Satisfaction: Reliable services and minimal disruptions result in increased customer satisfaction. Satisfied customers are more likely to remain loyal, make repeat purchases, and recommend the company to others, leading to improved brand reputation and revenue growth.
• Improved Employee Productivity: Employees can work more efficiently when IT and operational systems are stable. This leads to increased productivity, reduced frustration, and a positive work environment, contributing to higher employee morale and retention rates.
• Risk Mitigation: Addressing underlying problems reduces the risk of recurring incidents, which can have serious consequences, including security breaches, compliance violations, and reputational damage. Problem Management Analysts help the organization proactively manage and mitigate these risks.
• Operational Efficiency: Problem Management Analysts identify and eliminate inefficiencies in IT and operational processes. By streamlining workflows and automating repetitive tasks, organizations can operate more efficiently, save time, and allocate resources more effectively.
• Data-Driven Decision-Making: Problem Management Analysts rely on data analysis and trending to identify patterns and potential issues. This data-driven approach enables informed decision-making, better resource allocation, and the ability to prioritize improvement efforts based on real data.
• Quality Assurance: Implementing quality assurance measures within the problem management process ensures the accuracy and effectiveness of problem resolution. This leads to consistent service quality and customer satisfaction.
• Continuous Improvement Culture: Problem Management Analysts promote a culture of continuous improvement within the organization. This encourages employees to proactively identify and report issues, leading to ongoing enhancements in processes and services.
• Alignment with Business Goals: Problem management aligns IT and operational services with the organizations business goals. By addressing problems that directly impact these goals, Problem Management Analysts contribute to the overall success and growth of the company.
• Competitive Advantage: An organization that consistently delivers reliable services and minimizes disruptions gains a competitive advantage in the marketplace. Customers and clients are more likely to choose a company that can provide uninterrupted and high-quality services
• Regulatory Compliance: In industries with regulatory requirements, Problem Management Analysts ensure that problems and incidents are addressed in a way that complies with industry regulations. This minimizes the risk of compliance violations and associated penalties.

Responsibilities:

Incident Analysis:

Collaborate with incident management teams to identify and document recurring incidents and problems.

Assist in analyzing incident data to identify patterns and trends.

Root Cause Analysis (RCA):

Conduct root cause analysis investigations to determine the underlying reasons for incidents and problems.

Collaborate with cross-functional teams to gather data and insights for RCA.

Problem Resolution:

Assist in developing and implementing effective solutions and workarounds to address identified problems.

Monitor the progress of problem resolutions and ensure timely completion.

Documentation and Reporting:

Maintain detailed records of problems, their resolutions, and associated documentation.

Generate regular reports on problem management metrics, trends, and performance.

Collaboration:

Collaborate with various IT and operational teams to share findings and insights related to problem management.

Provide support to teams working on problem resolution.

Process Improvement:

Participate in process improvement initiatives to prevent future incidents and problems.

Assist in implementing preventive measures based on lessons learned.

Training and Awareness:

Support problem management training efforts for IT and operational staff.

Promote awareness of problem management best practices and processes.

Quality Assurance:

Assist in ensuring the accuracy and effectiveness of problem resolution efforts.

Help establish quality control measures within the problem management process

Education:

• Bachelors degree in Information Technology, Computer Science, or a related field highly desired.

Certifications:

• ITIL 4 Foundation Certified
• SAFe Certification highly desired

Experience:

• A minimum 5+ years of experience in IT problem management, incident analysis, or a related role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on quality and continuous improvement.
• Knowledge of ServiceNow ITSM tools and software for incident and problem management.
• Ability to work collaboratively in cross-functional teams.

Security Clearance:

• Secret required or ability to attain

Other:

• Location: On Customer Site
• US Citizenship Required

GDIT IS YOUR PLACE:
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

#OpportunityOwned #WeAreGDIT

Work Requirements

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Years of Experience
5 + years of related experience

* may vary based on technical training, certification(s), or degree

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Certification
ITIL 4 Foundations – ITIL

Travel Required
Less than 10%

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Citizenship
U.S. Citizenship Required

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.