Problem Manager - Bethesda, United States - Computer World Services

Computer World Services

Verified Company

Bethesda, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 problemsolving 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.
Strong Analytical skills to identify trending issue.
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.

Job Snapshot:

Employee Type:
Full-Time

Location:
Bethesda, Maryland, US, MD (Hybrid)

Job Type:
Government, Information Technology, Other

Experience:
Not Specified

Date Posted: 04/11/2024

Job ID: 4224/3135/20788