ITSM/ITIL Problem & Queue Manager

Clearance Level
IT Quality Assurance
Doral, Florida

REQ#: RQ115259

Travel Required: Less than 10%
Requisition Type: Regular

Utilize the Information Technology Service Management tool (currently ServiceNow) dashboards and queues to execute ITIL best practices that ensure adherence to company and customer quality standards and associated IT SLAs requirements for request, incident, problem, and change management activities. Support execution of problem management processes to identify root-cause analysis and corrective actions.  

Conduct ongoing detailed analysis on Enterprise ServiceNow tickets:

  • Identify anomalies (problems) related to ongoing issues associated with HW, SW, OS’s, Office Productivity and other business applications, and services not detected by an influx of tickets.
  • Conduct internal quality control processes that result in improved customer satisfaction.
  • Conduct ticket lifecycle quality management/continue service improvement functions that facilitate efficiency gains through process improvements.
  • Identify stale tickets that hang up in the system as a result of process and/or human error.
  • Execute shift-left activities that result ITSM process efficiencies and reduced technical costs.
  • Facilitate the troubleshooting and identification of resolution steps that result in the development of knowledge articles for single user/low density incidents.
  • Facilitate the problem management lifecycle activities (analysis/troubleshooting, workarounds, corrective action, monitoring, AAR) associated with single user/low density problems (unknown cause/fix action).
  • Facilitate the development of knowledge articles.
  • Conduct ongoing interaction with T1-T4 to facilitate shift-left activities.
  • Validate the incorporation and effectiveness of fully developed shift-left activities (QM activities).
  • Support the Problem Manager during execution of the problem management lifecycle.
  • Execute problem management actions in the absence of the problem manager.


REQUIRED: 2+ years of IT related experience

DESIRED: BITIL v3 or v4 Foundations


BA/BS or equivalent

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.