The Government Health and Safety Solutions Group is seeking a Problem Manager, contingent upon contract award, to work in Bethesda, MD.
Problem Manager will be responsible for identifying the root cause(s) of a problem and removes it permanently from the IT Infrastructure to improve service quality, minimize the impact, and reduce the costs of problems. The Problem Manager will conduct problem management in accordance with NIH CIT Problem Management Process and Problem Management Process flowchart. The Problem Manager will input, track, and close problems in ticket management tools such as ServiceNow Tracking System.
The Problem Manager will use the establish Problem management Process to improve CIT's quality of service delivery and customer satisfaction by:
• Managing the lifecycle of all problems from first identification through root cause analysis, documentation and removal
• Minimizing the adverse impact of incidents and problems on the NIH's IC communities that are caused by underlying errors within the IT infrastructure
• Documenting the roles and responsibilities of the key stakeholders involved in the management and execution of the process
• Proactively preventing the recurrence of incidents related to errors
• Using problem management tools and practices to identify the root cause of incidents
• Documenting and communicating known problems/errors and there workarounds to allow for quicker diagnosis and resolution should further incidents occur
• Ensuring the execution of corrective action plans to eliminate the cause of the problem and prevent its reoccurrence
• Creating known error records that document root causes and workarounds to allow for quicker diagnosis and resolution should similar incidents occur
• Familiarizing the CIT community with the existence, purpose and activities of the process
Other responsibilities include:
• Keeping management informed of the status of major problems
• Ensuring that the problem management process is performing according to the CIT Problem Management Process documentation
• Ensuring that appropriate process documentation is available and current
• Ensuring that the process is appropriately staffed and funded
• Identifying and making improvements to the process
• Managing the ServiceNow problem management module
• Preparing management and process performance reports
• Leading problem management meetings
• Confirming the satisfactory completion of the problem corrective action plans and closing of problem tickets
• Working and communicating with other process owners to ensure effective and efficient integration among CIT's processes.
Required Education and Experience:
- Five years specialized experience in using an ITSM software solution
- Minimum five years specialized experience in Incident Management and Problem Management
- Experience with ServiceNow and WebEx
- Experience with implementing ITIL standards
- Experience writing reports for executive leadership
Requires a Bachelor's Degree and at least 5 years of total related experience (4 years of additional experience in lieu of degree)
Experience in public Health IT enterprise operations management is preferred. Candidates who demonstrate successful experience within a co-sourcing environment as the customer's trusted advisor will have an advantage. ITIL foundation certification. Previous networking experience or industry certifications are a plus (i.e. CCNA, CCDP, CCNP, etc)
- Must have strong oral and verbal communication skills
- Must be able to clearly communicate with both internal teams and the customer
- Ability to coordinate with both internal and customer teams
- Must be able to thoroughly develop and maintain documentation
- Excellent problem solving and troubleshooting skills
- Must be passionate about solving complex problems
- Experience in ITSM Change Management, Project Management, and/or Software Development Life Cycle strongly preferred
- High attention to detail, strong technical aptitude, and ability to grow business acumen
- Ability to lead, influence others, and move toward a common goal, interfacing with individuals at all levels of the organization to establish effective working relationships.
- Critical thinking skills and understanding of change management or problem management approaches, tools, and phases.
- Strong analytical skills balanced with strong customer service orientation
- Ability to quickly learn and adapt to new systems and tools.
- Exceptional written and verbal communication skills.
- ITIL certification is highly preferred
- General understanding of principles, techniques and practices of network and software engineering.
- Understanding of network architect designing and managing LAN, WAN, and VoIP networks
- Proposal writing and Business development
- Experience with the general nature and capabilities of microcomputers and high performance workstations.
- Experience communicating orally and in writing to advise top management on new developments and advanced techniques.
- Experience coordinating development of IT standards, guidelines, or policy.
- Experience working with and negotiating effectively with management to accept and implement recommendations.
- Experience monitoring and responding to customer requests to deliver service.
- Position requires US Citizenship or US Permanent Residency Status and the ability to obtain a Public Trust Clearance. All selected candidates will undergo drug test, background check, educational qualifications check, and must be a US Citizen or US Permanent Resident and be able to obtain a public trust level 5b clearance. Candidate must maintain a valid driver's license to drive to NIH facilities in the local area.