ITIL Problem Manager

Information Technology Fort Huachuca, Arizona Job ID: 2017-356


Description

Join STG, Inc. and watch your career soar as an ITIL Problem Manager, a position located in Ft. Huachuca, Arizona.  This position will support the Regional Cyber Center – CONUS, an exciting program focused on operation, maintenance, and defense of the CONUS portion of the LandWarNet.

Description

The Problem Management process is a common approach to define a problem in order to determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence.  This position plays a critical role within the overall organizational Problem Management function.

The Problem Lead manages the root cause review process with impacted lines of services, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues. Additionally, this position is responsible for governing the process, which includes, Corrective Action Reviews, Action Items, Known Errors, and Failed Changes, requiring root cause.

The individual will integrate and understand several other key ITIL process areas to include Incident, Change, and Event.

Responsibilities

  • Acts as primary interface for all communications supporting problem management escalation.
  • Lead and coordinate the Corrective Action Review.
  • Develops well-defined actions to responsible parties. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer Time-to-Resolve (TTR).
  • Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur. Communicate with Incident and Change management to ensure related incidents are updated.
  • Work with the ITIL process lead to identify trends and chronic concerns through event, incident and change reporting capabilities.

Required skills

  • Strong understanding of ITIL framework.
  • Knowledge of ITIL Incident, Problem and Change management process areas.
  • Proven ability to properly prioritize and execute tasks with multiple competing priorities.
  • Ability to lead technical conversations with various support groups.
  • Sensitivity and urgency in dealing with Critical business incidents/concerns

Minimum Qualifications

  • HS +5 years related experience.
  • ITIL Foundation certification.
  • ITIL Intermediate certification required within 6 months of hire.
  • Experience working in a dynamic military environment.
  • Excellent communication and presentations skills.

Clearance

  • Secret clearance or ability to obtain interim