IT Problem Management

Description

Looking for an opportunity to make an impact?

Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Your greatest work is ahead!

Leidos is hiring a customer-oriented Information Technology Problem Management to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.

If this sounds like the kind of environment where you can thrive, keep reading!

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.

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Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your resume with us today!

Primary Responsibilities:

• Works with units and organizations external to the Air Force District of Washington (AFDW) to test interoperability and integration for new or changed IT services
• Ensure systems integration across the AFDW through technical interoperability testing
• Coordinate with AFDW A6 on enterprise IT solutions and how to integrate them into AFDW operations
• Conduct Incident Trend Monitoring- Track patterns in IT failures and service disruptions to proactively address potential problems.
• Perform Root Cause Analysis (RCA)- Conduct thorough investigations to determine underlying causes of IT issues.
• Perform Problem Resolution Coordination- Work with IT teams to implement long-term solutions rather than temporary fixes.
• Conduct Knowledge Management Actions- Document known errors and solutions to improve future troubleshooting efficiency.
• Change Management Collaboration- Ensure problem resolutions align with ITIL change management processes.
• Stakeholder Communication- Provide updates to leadership and affected teams on problem resolution progress.
• Enhance Continuous Service Improvement- Develop strategies to enhance IT service stability and minimize disruptions.

Basic Qualifications:

• Must have a full DoD Secret Clearance at start.
• BS degree and 12 - 15 years of prior relevant experience or Masters with 10 - 13 years of prior relevant experience. May possess a Doctorate in technical domain. Additional years of experience may be substituted for degree.
• Experience in IT Service Management (ITSM)- Prior experience in problem management, incident management, or IT operations.
• Analytical & Troubleshooting Skills- Ability to conduct root cause analysis and implement long-term solutions.
• Technical Proficiency- Familiarity with IT infrastructure, networking, and enterprise systems.
• Process Improvement Expertise- Experience in optimizing IT workflows and reducing recurring issues.
• Use of ITSM Tools- Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.

Preferred Qualifications:

• Two years of experience in quality assurance and/or process improvement.
• ITIL certification is highly preferred.
• Knowledge of ITIL Framework- Understanding of ITIL best practices, particularly problem and incident management processes.
• Strong organizational skills
• Strong written and oral communications skills
• Communication & Stakeholder Management- ability to coordinate with IT teams, leadership, and external vendors.

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.