We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that is important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Problem Management Analyst joining our team to support our government client’s activities in the Northern Virginia locations.
At GDIT, people are our differentiator. TheProblem Management Analyst candidate will have a deep understanding of ITIL frameworks v3 and/or v4 and experience supporting the design, deployment, and operation of IT infrastructure-based processes. The Analyst will support the deployment of process and procedures working in a multi-supplier environment for our government clients in the DC Metro Area. The Analyst will report to the Problem Management Lead. The successful candidate will have the opportunity to apply and grow their skillset in Problem Management, work with a motivated and entrepreneurial team, and engage with a wide range of stakeholders.
Support the planning, design, and implementation of Problem Management processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
Support the development of procedures, work instructions, and templates to support process execution
Performs as a self-starter who manages end-to-end efforts working independently as well as within a team environment
Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures in order to develop unified and consistent service delivery
Leverages knowledge and best practice experience to identify and support the recommendations for improvements opportunities within the specific process area
Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; support quality assurance activities related to process
Ensure compliance with process-specific standards and policies
Support analysis, evaluation, and assessment of process performance measurements, and can brief results and recommendations to the appropriate level governance forums
Conduct quality assessments to validate proper implementation of processes to meet quality standards
Prepare and brief reports to customers and service providers
Work with other areas to perform analyses and troubleshoot issues across specific ITSM process areas
Support process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
Deliver high quality work and adapt to new challenges, on their own or as part of a team
All candidates require one to three years’ experience with a deep understanding of ITIL v3 and/or ITIL v4 frameworks
Basic understanding of IT service management
Knowledge of process analysis, design and ability to define functional requirements
Understanding of data and information analysis
Workflow and ticketing tool exposure to ServiceNow and/or Remedy, Maximo
Knowledge of process improvement techniques
Ability to perform data analysis and trends using existing tools and techniques
Experience rolling out ITSM processes in a large government environment and performing analysis of data and trends
Strong written and verbal communications skills
Ability to present technical details to a non-technical audience (briefing)
Ability to facilitate reoccurring technical/non-technical meetings and working groups
Participates in special projects as required.
BA/BS or equivalent experience2+ years of IT experience
Foundations or Advanced ITIL certifications or training
Working knowledge with ServiceNow
Experience creating interactive dashboards
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.
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.