Problem Manager

Scott Air Force Base, IL, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Problem Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Top Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

What You'll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed Problem Manager to work with our operations and engineering teams to perform root cause analysis and corrective actions for problems impacting the enterprise. This position is in support of a Department of Defense (DoD) organization, USTRANSCOM Directorate TCJ6 located at Scott AFB, IL.

The ideal candidate will have a deep understanding of ITIL frameworks v3 and/or v4 and experience supporting the design, deployment, and operation of IT infrastructure-based processes. They must be a self-starter who manages end-to-end efforts working independently as well as within a team environment.

They manage problem record lifecycle by ensuring that respective incidents, problems, or changes are identified, documented, and tracked to resolution in line with agreed resolution plans. They monitor problem management performance metrics and drive improvement plans.

They support the planning, design, and implementation of Problem Management processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders.

The Problem manager will Leverage knowledge and best practice experience to identify and support the recommendations for improvements opportunities within the specific process area. They monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; and support quality assurance activities related to process

They are responsible for ensuring compliance with process-specific standards and policies, e.g. SLA, CSF, etc. and conduct quality assessments to validate proper implementation of processes to meet quality standards

They support analysis, evaluation, and assessment of process performance measurements, provide appropriate reporting and drive resolution by working directly with stakeholders, and can brief results and recommendations to the appropriate levels of management.

More About the Role:

  • Work with other areas to perform analyses and troubleshoot issues across specific ITSM process areas.
  • Support process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Facilitate post-mortem meetings and drive stakeholders to identify root cause including corrective actions
  • Pro-actively identify operational issues and trends; analyze and recommend service improvement plans with the possible solutions in accordance with technical teams
  • Monitor problem management performance metrics and drive improvement plans
  • Facilitate and participate in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
  • Follow up issues and progress with problem owners
  • Track and communicate all problems and their impact
  • Drive all problems towards root cause identification and permanent fix
  • Prepare daily/weekly/monthly Problem Management reports
  • Provide recommendations for process development, monitoring reports and performance measurements
  • Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids

Candidates need excellent problem-solving, communication, and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

You'll Bring These Qualifications:

  • Currently hold an adjudicated Top Secret Clearance and be able to maintain.
  • Professional certification that meets or exceeds DoD 8570.01. IAT II (Security+ CE or equivalent)
  • Bachelor degree in a relevant field of study
  • ITIV v3 / ITIL v4 certification
  • Minimum of four (4) years of relevant experience.
  • Strong familiarity with ITSM Tools such as Remedy & ServiceNow
  • Working knowledge in all aspects of automation, telecommunications, and IT networks
  • Excellent troubleshooting and problem-solving skills.
  • Good communication and customer service skills

Desired Qualifications:

  • Knowledge of reporting tools and dashboard development
  • Automation using Microsoft PowerShell, VBScript, or batch files.
  • Adaptable to changing circumstances and operational needs.
  • Understanding of Department of Defense Military standards
  • Experience with DoD IT security requirements

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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