Ticketing / Incident Management Administrator - TS/SCI with Polygraph

GDIT is seeking an individual to fill a position as an Incident Manager for our team. This individual will be part of a team responsible for incident management activities for desktop service support from a central location for a dispersed enterprise customer base. The individual must have experience utilizing ITIL practices to support government customer operations and maintenance activities.

Key responsibilities:

• Report, monitor, and manage ticket queues

• Actively identify incident trends

• Report, monitor, and update Outage, VIP, and High Priority tickets in accordance with Incident Management Policy

• Report, monitor, and update COOP events/activities in accordance with Incident Management Policy

• Maintain awareness of weather events that impact services and/or staffing

• Monitor maintenance requests to determine possible impacts to operations of services

• Monitor and clean-up orphaned tickets

• Monitor and enforce compliance of Incident Management Policy

• Maintain Incident Management policy

• Maintain situational awareness and ensure continual improvement of the same

• Monitor and facilitate resolution of tickets older than 30 days

• Monitor and facilitate tasks for the Problem Management team

• Draft Service Maintenance/Outage/Restoral Announcements

• Facilitate the creation and submission of after-action reports for major incidents and outages when applicable

• Communicate and coordinate with Incident Managers and/or representatives from other contracts when necessary

• Participate in special projects as required

• Perform as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment

• Ensure end user satisfaction during incident resolution

Skill/Knowledge:

• Active TS/SCI and Polygraph

• BA/BS (or equivalent experience)

• 2+ years of experience

• Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment, either CompTIA Security+ OR CCNA-Security.

• Working knowledge of the Service Management workflows and ITSM processes, including Incident, Problem, and Change management

• ITIL Foundation (v4) or knowledge of ITIL processes

• Knowledge of ServiceNow or similar ticketing system

• Strong written and verbal communications skills

• Strong analysis and reporting skills

#JET