2 days old

Problem Manager

Washington, DC 20004
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Business Group Highlights

Civilian, State and Local

Perspectas Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.

Responsibilities

Perspecta is hiring for an experiencedProblem Manager.

General Description

Perform the management of both reactive root-cause analysis and proactive trend analysis within IT to prevent issues from occurring. Management of the Critical Incident Management Process to ensure adherence to the process and escalation requirements within the various support and delivery areas.

Accountabilites

Problem Management: Manage start to end Problem Management Process to ensure that multi-user issues are identified, logged and escalated to appropriate depts with consistent quality standards, and that accompanying Problem tickets are created; coordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems and that root causes are identified and resolved without reoccurrence, and stored in the Knowledge Management repository.

40%

Major Incident Management: Coordinate with Service Desk and Critical Incident Lifecycle Coordinators in identifying Major Incidents to ensure that these are diagnosed and escalated in a timely manner to appropriate support departments; coordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications to all involved during Major Incidents.

15%

Post Mortem Reviews: Arrange and chair Post Mortem Review Meetings following Major Incidents on a weekly basis; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner;

20%

Trend Analysis: Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types, software, applications, databases, etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions, or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

15%

Customer Interface: Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Center; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Center viewpoint & input.

10%

Total

100%

Qualifications

  • Requires 10 to 12 years with BS/BA or 8 to 10 years with MS/MA or 5 to 7 years with PhD.
  • Requires a SECRET Government Security Clearance

Additional Qualifications

  • Experience supporting a busy Service Desk and cross-functional environment in a Problem Manager role for at least 4 years.
  • Very good understanding and awareness of the ITIL processes, especially Incident, Problem, and Change Management process and procedures
  • Good organizational skills plus the ability to motivate people across the organization to provides solutions
  • Solid IT background and an understanding of hardware, software and applications
  • Experience in using Service Desk CRM tools such as Remedy and ServiceNow for Root Cause and Trend Analysis
  • Experience creating reports using tools such as Crystal Reports

Preferred Qualifications

  • ITIL v3 Certification and/or ITIL Practitioner
  • Six Sigma Certification
  • Problem Manager experience supporting a Service Desk in a fast-paced government environment

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-04-05 Expires: 2020-05-05

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Problem Manager

Perspecta
Washington, DC 20004

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