Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Scrum

Job Qualifications:

Skills:

Information Technology Operations, Problem Solving, Root Cause Analysis (RCA), ServiceNow Problem Management

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

Position Summary

We are seeking a highly motivated and experienced Problem Management Senior Analyst to join our team.  This role is critical to ensuring the stability and reliability of IT services by identifying, analyzing, and resolving root causes of recurring incidents.  The Senior Analyst will collaborate with cross-functional teams, lead root cause analyses, and implement preventive measures to enhance overall service quality and minimize operational disruptions.

Key Responsibilities:

Problem Management Process Ownership:Lead the problem management process, ensuring adherence to established frameworks and best practicesDrive the investigation and resolution of underlying problems causing incidentsRoot Cause Analysis (RCA):Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter expertsEnsure timely identification and resolution of root causes and contributing factorsPreventative Actions:Develop and implement action plans to address identified problems and prevent recurrenceMonitor the effectiveness of preventive measures and adjust strategies as neededData Analysis and Reporting:Analyze incident and problem data to identify trends and potential systemic issuesCreate detailed reports and dashboards for stakeholders, highlighting key findings, actions, and performance metricsMaintain 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 problemsCollaboration and Communications:Work closely with IT operations, development and service management teams to ensure seamless problem resolutionServe 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 fieldMinimum of 5 years of experience in IT service management or a related role, with a focus on problem managementStrong knowledge of ITIL practices, with ITIL Foundation certification preferredProven experience conducting root cause analysis and implementing preventative measuresExcellent analytical and problem solving skills, with attention to detailProficient using ITSM tools like ServiceNow and data analysis toolsStrong communication and interpersonal skills to interact with technical and non technical stakeholdersAbility to manage multiple priorities in a fast paced environmentExperience in federal government contract spaceMust have experience in ServiceNow, Confluence, JIRA and Google WorkspaceITIL V4 or similar certifications will be preferred.

GDIT IS YOUR PLACE:
● Full-flex work week to own your priorities at work and at home
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

The likely salary range for this position is $96,034 - $109,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. 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, or any other protected class.