Problem Manager with Security Clearance - Bethesda, MD, United States - Computer World Services Corp

Description

Job Details Job Description Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Problem Manager for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project
CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner
The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services
Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications
The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports
The Problem Manager is responsible for overseeing Problem Management processes and driving continuous improvement initiatives within NIH CIT Operations
This role requires a strong focus on identifying, analyzing, and resolving underlying issues to prevent incidents and minimize service disruptions
Additionally, the Problem Manager plays a key role in continuously assessing existing processes and implementing enhancements to optimize service delivery
Key Tasks and Responsibilities

• Lead the Problem Management process to identify root causes of incidents and implement preventative actions.
• Manage the lifecycle of problems, ensuring timely resolution and minimizing impact on services.
• Utilize the ServiceNow Tracking System (or equivalent) to create, track, and close problems.
• Generate problem reports, oversee problem resolution processes, and link problems to related incidents, changes, or releases.
• Provide timely Root Cause Analysis (RCA) reports and collaborate with service areas to implement permanent solutions.
• Review current Problem Management processes, recommend enhancements, and update documentation accordingly.
• Drive continuous assessment of Problem Management processes and reporting capabilities.
• Recommend and implement improvements to enhance the effectiveness and efficiency of Problem Management practices.
• Collaborate with stakeholders to gather feedback and insights for process enhancements.
• Implement approved changes to Problem Management processes and documentation.
• Monitor procedural changes and assess their impact on service delivery, recommending adjustments as needed

Job Requirements:
Education & General Experience

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• 5+ Years of demonstrated experience in leading Problem Management processes in an ITIL framework.
• Proficiency in using IT Service Management tools such as ServiceNow.
• Strong analytical and problem-solving skills, with the ability to identify and address root causes of issues.
• Excellent communication and stakeholder management abilities.
• Proven track record of driving continuous improvement initiatives in IT service delivery.
• Ability to work effectively both independently and as part of a team.
• Previous experience operating in a 24x7 NOC/IT Operations environment.
• Previous experience as an incident manager.
• Skilled in problem management and root cause identification techniques.
• Familiarity with ITIL Service Operations processes.
• Knowledge and understanding of network equipment, servers and applications.
• Strong Analytical skills to identify trending issue.
• Experience with any of the following network/application monitoring systems: SL1, SiteScope, XMatters, SCOM, Monolith, HP Open View.
• Experience with Problem and Change management processes.
• Thorough knowledge of incident management process.
• Situation analysis & incident management / task management experience, to include rapid planning, decision making & delegation

Certifications

• ITIL 4 Certification (Preferred) Security Clearance
• Public Trust Moderate (Tier 2) Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
• May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.
• May require lifting and carrying heavy equipment

Computer World Services is an affirmative action and equal employment opportunity employer
Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations
Computer World Services is committed to the full inclusion of all qualified individuals
As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at or [email protected] .