ITSM Problem Management Analyst

Clearance Level
Business Process Analysis
Baltimore, Maryland

REQ#: RQ59196

Travel Required: None
Public Trust: Other
Requisition Type: Regular

GDIT is seeking an ITSM Problem Management Analyst for our HOM (HIGLAS Operations and Maintenance) program at the Centers for Medicare & Medicaid Services in Windsor Mill, MD. The ITSM Problem Management Analyst will support the Problem Management process which is used to track operational activities across our functional, development, technical, and infrastructure teams. Supported applications include HIGLAS (based on Oracle eBusiness Suite), HIGLAS Business Intelligence (HBI, based on OBIEE), and Consolidated Budget System (CBS, based on Oracle Hyperion).

Responsibilities include:

  • Manage the Problem Management process including all associated operational activities, including:
    • Drive root cause analysis activities.
    • Develop and maintain documentation, including contractual deliverables related to the Problem Management process.
    • Develop and deliver process training and communications.
    • Produce Problem Management metrics.
    • Ensure adherence to Problem Management process and service level agreements (SLAs) through monitoring and escalation where needed.
  • Identify and drive opportunities for process improvements.
  • Manage client interaction and relationships, including:
    • Provide process expertise and directly collaborate with client process owners.
    • Conduct bi-weekly Problem Management meetings with stakeholders to discuss recent problem activities, actions items, and new business.
    • Conduct formal meetings to discuss identified process trends and future improvements, including preparation of all materials.


  • BS/BA in Information Technology a related technical discipline, or the equivalent combination of education, technical training, or work/military experience.

Required Qualifications and Skills:

  • 2+ years of experience in IT working with support or development lifecycle methodologies and frameworks.
  • Knowledge of ITIL v3 Foundation or v4, specifically Problem Management.
  • Experience creating and maintaining process documentation.
  • Strong experience with Microsoft Office suite.
  • Experience working across an organization and interacting with different teams and skillsets.

Desired Qualifications and Skills:

  • Experience with ServiceNow.
  • Experience in SLA monitoring and reporting.

Attributes for Success:

  • Strong oral and written communication skills.
  • Strong analytical and organizational skills.
  • Ability to understand and enforce IT support processes.
  • Focus on detail and quality.
  • Ability to identify and drive process improvement opportunities.
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.

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.