IT Problem Manager

SAIC is seeking qualified applicants forIT Problem Manager supporting the Service Management Office requirements of the North American Aerospace Defense Command and United States Northern Command (NORAD/USNORTHCOM) Information Technology (IT) Enterprise Services (NITES) contract. The primary work location is onsite in Colorado Springs.

Responsibilities

Problem Identification and Investigation

• Proactively identify potential problem candidates by analyzing incident trends, recurring issues, and patterns from data across systems and processes.
• Work with all teams to coordinate Conduct thorough Root Cause Analysis (RCA) to determine the source of recurring incidents and define clear problem resolution paths.
• Identify issues within service delivery processes and ensure problems that require process or service optimization are escalated and prioritized appropriately.
• Facilitate and lead post-incident reviews for major issues, collaborating with technical teams to document results and implement corrective actions.
• Provide problem-related inputs into SLA/SLO and KPI reporting (e.g., repeat incidents, chronic SLA breaches, systemic issues) to support SMO metrics and performance reviews with the government.

Known Error and Knowledge Database Management

• Develop and maintain Known Errors, ensuring relevant details are accurately captured and documented in the Known Error Database (KEDB).
• Optimize the known errors KEDB to enable quick resolutions, reducing incident resolution times and improving overall service availability.
• Work closely with the Knowledge Manager and all team leads to ensure recurring issues are reflected in high-quality knowledge articles and that teams can easily leverage the knowledge base to address recurring incidents.

Stakeholder Collaboration

• Partner with SMO (first use spell out) Lead, CSI Lead (Angela), Incident Managers, Change Managers, Service Owners, Knowledge Manager, and technical team leads to address and resolve complex problems.
• Act as the Subject Matter Expert (SME) for Problem Management, providing guidance and expertise on resolving issues and preventing recurrence.
• Serve as the main communication point for problem investigations, ensuring clear and consistent messaging with affected stakeholders, including leadership and government counterparts when needed.

Reporting, Analysis, and Recommendations

• Regularly analyze incident ticket data and problem trends to identify priority focus areas, ensuring alignment with business and contract goals.
• Generate actionable insights and comprehensive reports for SMO leadership, highlighting recurring problems, root causes, and recommended preventative measures.
• Present findings and resolutions clearly to both technical and non-technical stakeholders, contributing directly to SMO performance reviews and CSI planning.

Continual Improvement

• Identify and implement improvements to the Problem Management process to increase efficiency, enhance resolution times, and minimize impact on business operations.
• Act as a key contributor to the Continual Service Improvement (CSI) process by identifying and prioritizing problem candidates that require service or process optimization.
• Suggest and drive enhancements to ITSM tools (e.g., Ivanti, ServiceNow) to better manage and support Problem Management processes and reporting.
• Maintain the problem guide so it reflects best practices and policies for the team on all aspects of problem management.
• Actively contribute to developing best practices and process documentation to strengthen organizational service management capabilities.

Required Qualifications

• Bachelor’s degree in Information Technology or a related field and 5+ years of experience in IT operations and ITIL-compliant environments (equivalent hands-on experience may be considered).
• Proven experience managing the lifecycle of problems, including performing RCA and maintaining a Known Error Database.
• Deep understanding of ITIL Problem Management principles (ITIL 5 certification preferred).
• Experience with ITSM tools (Ivanti and/or ServiceNow experience is a plus).
• Demonstrated experience with data analysis to uncover trends and drive resolution and prevention strategies.
• Strong interpersonal and communication skills to engage effectively across technical and non-technical stakeholders.
• Analytical mindset with a proactive attitude toward solving complex issues.
• Familiarity with other ITSM processes such as Incident Management, Change Management, and Knowledge Management.
• Experience collaborating within Agile or DevOps environments.

Required Certifications and Clearance

• Minimum Secret Clearance to start.
• ITIL or other relevant ITSM certifications.