Monitor the effectiveness of preventive measures and adjust strategies as needed
Data Analysis and Reporting
Analyze incident and problem data to identify trends and potential systemic issues
Create detailed reports and dashboards for stakeholders, highlighting key findings, actions, and performance metrics
Maintain and update the KEDB(Known Error Database) with details about known errors, workarounds, and planned solutions.
Work closely with the Helpdesk, Operations support and Development teams and follow up to bridge in gaps in identification of the root cause of problems
Collaboration and Communications
Work closely with IT operations, development and service management teams to ensure seamless problem resolution
Serve as a liaison between technical teams and business stakeholders to provide updates and gather feedback
Required Qualification
Bachelor’s degree in Computer Science, Information Technology, or related field
Minimum of 5 years of experience in IT service management or a related role, with a focus on problem management
Active Top Secret clearance
Strong knowledge of ITIL practices, with ITIL Foundation certification required
ITIL 4 Practitioner: Problem Management preferred, but not required
Proven experience conducting root cause analysis and implementing preventative measures
Excellent analytical and problem-solving skills, with attention to detail
Proficient using ITSM tools like ServiceNow and data analysis tools
Strong communication and interpersonal skills to interact with technical and non-technical stakeholders
Ability to manage multiple priorities in a fast-paced environment
Experience in federal government contract space
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
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