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