As an Incident and Problem Manager you will utilize your problem solving, root cause analysis, and process improvement skills to ensure services provided by GDIT operate to the expectations of the Department of Veterans Affairs. You will operate as an integral part of our team supporting our Veterans in one of the most important Enterprise Service Desk positions. In this role you will:
Work closely in collaboration with the internal and external service providers to define and understand Service Level Agreements (SLA’s) and Operational Support models
Evaluate and review service performance and technical information provided by the service suppliers
Assess operational health to identify trends and make recommendations to avoid adverse impact to SLA’s
Collaborate with teams to resolve service impediments impacting service performance.
Develop presentations and deliver information to wide ranging audiences up to and including executive level leadership
Provide meaningful reporting to track service delivery and identify areas for improvement
Ensure the smooth implementation of change into the production environment by delivering multiple ITIL disciplines and helping ensure they are followed
Validate and manage high priority incidents, including communication to the business, facilitating root cause analysis and resolution.
Ensure cohesive high quality service delivery by working closely with other IT teams across the enterprise
6 months experience with the Department of Veterans Affairs Enterprise Service Desk
Proven ability to communicate information, verbally and written, at all levels of contact
Experience working with business processes and functions with an exceptional attention to detail
Proficient with ServiceNow platform
Proficient with Microsoft Office applications, particularly Excel
ITIL foundations v4 certification
Expert knowledge of standard Incident, Problem and Change Management processes
Previous experience as an Incident Manager
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.