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Job #: R-00010254
Location: Baltimore, MD
Category: Systems Administration
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Eligible
Group: Health

Job Description:

Leidos is looking to improve and advance our organization. Our program is focused on the delivery of data center services to our CMS customers and is structured around both current and legacy platforms in a consumption-based services model. We are looking to add skilled, energetic leaders and technologist who believe in cross functional teams, exhibit broad-based skills, maintain a customer-focused mindset, and have a willingness to step out of their work stream to get the job done.

With a "no downtime, zero outages" vision and mantra, we support a range of data center needs ranging from self-service to white-glove services, all of which are based on our customer's required level of support. Our organization is comprised of a teams supporting PMO, Security, Quality, Intake, Service Delivery, Engineering, and Service Operations. With these teams access resources from our functional teams supporting Network, Security, Firewall, z/OS and z/VM operations, Unix Operations, Change Management, Monitoring, Capacity Management, x86 Operations, and Storage Operations. Part of everyone's responsibility is to help drive the new consumption-based services oriented model.

Now to you - your mission, if you choose to accept it as Senior Problem Management Analyst , will require you to coordinate closely with senior leadership to help establish clear objectives and effectively communicate program needs, management program logs, interact with contract management, and establish effective, bi-directional, collaborative communication within our Program Team. Ultimately, these activities will be extended in communication to the customer. You will interact daily with technical resource which are fulfilling technical requirements for the customer. Your goal will be to work with all stakeholders to help Leidos ensure delivery of high-quality, robust and scalable solutions with minimal business impact.

The current work environment is on-site at Leidos in Windsor Mill / Woodlawn, Maryland with potential for on-site work at CMS (in the same location). Telecommute opportunities are currently being evaluated and may become available based upon teams supported, work hours, and work performance.

Summary Job Description:

The primary objectives of the Senior Problem Management Analyst is to eliminate recurring incidents, to minimize the impact of incidents that cannot be prevented, to identify the factors that can predict another occurrence of the same or similar problem before the problem actually occurs, and to prevent problems and resulting incidents from occurring.

Technical Responsibilities:
  • Categorize the severity and priority of incidents based on user / customer impact.
  • Investigating, researching, resolving, communicating, and determining required follow-up assignments for all involved parties (technical staff, vendors, customers, and developers) to prevent future incidents from occurring.
  • Diagnose the probable cause(s) of incidents
  • Determine the definitive cause(s) regardless of the corrective resolution applied to restore the system
  • Test the probable causes
  • Verify the true root cause(s)
  • Determine the underlying problems and factors which may create repeat incidents
  • Document incident, root cause(s), and actions required to prevent the same or similar incidents.
  • Maintain information about problems and the appropriate workarounds and resolutions to reduce the number and impact of future incidents.
  • Utilize knowledge management processes and tools
  • Provide the information necessary to automate detection of the causal factors to create alerts and prevent incidents.
  • Document the known causes in the RCA database.
  • Create the Problem Management Report containing the summary and details of the events.
  • Meet with the customer representatives to provide an overview of causes, follow-up actions, preventive actions, and lessons learned.

Required Skills:
  • Good - Excellent writing and verbal communication skills.
  • Ability to manage conflict effectively.
  • Ability to adapt and be productive in a dynamic environment.
  • Strong communication and collaboration skills supporting multiple stakeholders and business operations.
  • Self-starter, self-managed, and a team player.
  • Effectively communicate with internal team members across multiple functional areas, with technology vendors, and with the federal government customers.
  • Influence internal and external participants regarding root cause analysis, detection, resolution, prevention, prediction, and problem management approaches
  • ITIL knowledge and experience including Incident, Event, and Problem Management processes.
  • Expertise, knowledge and ability to apply advanced experience, principles, and concepts in Problem Management.

Recommended Skills:
  • Agile-based knowledge and skill.
  • Experience with Federal government (including the Centers for Medicare and Medicaid) processes and standards.
  • Experience with XLC processes and documentation standards and templates


Required Education/Experience

BS degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience. Experience may be substituted in lieu of degree.

Required Clearance
  • Ability to obtain a Public Trust clearance


All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) 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.

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