Data Incident and Problem Management Analyst

Data Incident & Problem Management Analyst

Seize your opportunity to make a personal impact supporting the Case Management Modernization (CMM) Program.  The CMM program is an initiative to support the Administrative Office of the US Courts (AO) in developing a modern cloud-based solution to support all 204+ federal courts across the United States.

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. The Data Incident & Problem Management Analyst will work as part of the CMM Data Modernization and Governance team responsible for delivering an integrated data governance, engineering, data platform, reporting, analytics, and Artificial Intelligence (AI)/Machine Learning (ML) capabilities that support operational decision-making and fulfill AO's data and analytics objectives in support of the CMM program.

The successful candidate will be responsible for coordinating incident response, root cause analysis, problem resolution, and continuous operational improvement for the data platform and its supporting applications. This role also serves as Security & Compliance Engineer, ensuring operational security controls and compliance requirements are implemented, monitored, and maintained across the CMM Data Modernization & Governance program's operational environment.

The Data Incident & Problem Management Analyst will execute the following responsibilities:

• Coordinate incident response activities for data platform and application incidents, ensuring timely detection, escalation, and resolution.
• Lead root cause analysis (RCA) for significant incidents, documenting findings, contributing factors, and corrective/preventive actions.
• Manage the problem management process, tracking recurring issues, known errors, and long-term remediation plans.
• Facilitate post-incident reviews and drive continuous operational improvement initiatives based on lessons learned.
• Maintain incident and problem management documentation, including logs, timelines, and resolution records.
• Develop and maintain incident response runbooks, escalation procedures, and stakeholder communication protocols.
• Track and report incident and problem management metrics (e.g., MTTR, recurrence rates, SLA compliance) to leadership.
• Serve as Security & Compliance Engineer: implement and monitor security controls, configurations, and compliance requirements across the operational environment.
• Support security incident response, vulnerability remediation, and compliance audits related to data platform operations.
• Partner with DevSecOps, data governance, and infrastructure teams to integrate operational security and compliance requirements into incident and problem management processes.
• Conduct trend analysis on incidents and security events to identify systemic issues and recommend preventive measures.
• Support audits and regulatory reporting by providing incident, problem, and security compliance documentation.
• Facilitate communication and coordination across cross-functional teams during major incidents.
• Lead incident triage, escalation, communications, tracking, and resolution activities.
• Coordinate cross-functional response across Data Engineering, Cloud, DBA, DevSecOps, Security, Application, and Governance teams.
• Ensure operational activities align with data security, privacy, access control, retention, and regulatory requirements.
• Develop incident and problem management dashboards, metrics, trends, and reports.
• Support disaster recovery, continuity, and major incident exercises.

QUALIFICATIONS

• MA/MS degree with 5+ years or BS/BA degree with 7+ years of general experience in information systems and 5+ years of specialized experience.
• Experience may be considered in lieu of degree.
• Experience assisting with testing, writing acceptance criteria and confirming test cases results.
• Experience with producing relevant and current requirements, sizing user stories correctly, and removing roadblocks prior to sprints start.
• Proven experience as a Business Analyst on enterprise IT or data programs.
• Demonstrated experience supporting cloud data platforms, analytics, or data initiatives.
• Strong skills in requirements management, data analysis, and documentation.
• Proven ability to work with both technical and non‑technical stakeholders.
• Experience in Agile/Scrum environments and using Jira/Confluence.
• Familiarity with data governance, metadata management, and data quality practices.
• Experience with SQL for data querying and validation.
• Proficiency with BI/reporting tools such as Power BI, Tableau, or QuickSight.
• Familiarity with statistical analysis tools/techniques (e.g., Excel, R, Python) preferred.
• Experience with cloud data platforms (Snowflake, Databricks, AWS preferred).
• Understanding of data architecture concepts (data lake, lakehouse, warehouse).
• Strong analytical, problem‑solving, & statistical analysis skills with attention to detail and data accuracy.
• Ability to clearly communicate insights to varied business and technical audiences.
• Experience supporting compliance‑driven or statutory reporting (preferred).
• Familiarity with STTM/data mapping tools (preferred).
• Experience mentoring or leading analytical work (plus).
• Federal or regulated‑environment experience (plus).
• Experience with data governance and data quality programs (preferred).
• Experience supporting AI/ML and advanced analytics initiatives (preferred).
• Understanding of cloud infrastructure, data platforms, cybersecurity, and compliance.
• Experience with AWS/GovCloud, security operations, and Federal environments preferred.
• ITIL, Security+, AWS, or related certification preferred.

COMMUNICATION & ORGANIZATIONAL

• Excellent presentation and communication (oral and written) skills.
• Consultant mindset with the ability to work with high level customer stakeholders and build excellent customer relationships.
• Experience identifying and applying industry tools, solutions, methods best practices, and emerging technologies.
• Strong analytical skills and problem-solving skills with the ability to formulate and communicate recommendations for improvement.
• Demonstrated ability to work effectively, independently, and as part of a team.
• Strong crisis management and communication skills, with the ability to coordinate cross-functional teams during major incidents.