- Problem Identification:
- Root Cause Analysis:
- Proactive Problem Management:
- Collaboration:
- Documentation:
- Problem Resolution:
- Incident Trend Analysis:
- Service Improvement:
- Reporting:
- Training and Mentoring:
- Adherence to ITIL Practices:
- Customer Focus:
- Continuous Improvement:
- Bachelor's degree and 4 years of experience in ITSM problem management, additional years of experience will be acceptable in lieu of a degree.
- ITIL Certification
- Service Now experience including reporting
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Proficient in Microsoft Office tools, primarily Word, Excel, and PowerPoint.
- Able to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.
- Excellent verbal and written communication skills
- Must Hold a current Top Secret/SCI Clearance. US Citizenship required
- Prior experience leading helpdesk/service desk teams
- Experience with commercial cloud providers including AWS
- Experience with one or more enterprise ticket tracking systems (e.g., Atlassian JIRA, Atlassian Jira Service Desk, Atlassian Confluence, ServiceNow and Microsoft Service Manger)
- Able to demonstrate understanding of SLA's and KPI metrics.
ITSM Problem Manager - San Antonio, United States - Leidos
Description
Description
Looking for an exciting opportunity to make an impact as ITSM Problem Manager?
1901 Group (A Leidos Company) has an exciting Service Desk and Incident Manager position which can be worked out of our state-of-the-art Operations Center in San Antonio Texas.
POSITION SUMMARY:
This position is slated to start in June 2024.
An IT Service Management (ITSM) Problem Manager is a specialized role within IT operations focused on managing and resolving recurring issues to prevent them from affecting IT services and business operations.
Primary Responsibilities:
Collaborate with various IT teams, including Incident Management, Change Management, 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.
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.Basic Qualifications:
Preferred Qualifications:
Original Posting Date:
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $68, $124,550.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER:
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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.
Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.