Problem Management Lead - TS/SCI with Polygraph

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 Lead joining our team to support our government client’s  activities in the Northern Virginia locations.

At GDIT, people are our differentiator. The Problem Management Lead 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 Lead will support the deployment of process and procedures working in a multi-supplier environment for our government clients in the DC Metro Area.  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.

Desired Qualifications:

• Foundations or Advanced ITIL certifications or training
• Working knowledge with ServiceNow
• Experience creating interactive dashboards

EDUCATION AND EXPERIENCE: BA/BS or equivalent, 10+ years of experience.

Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI with Polygraph.