{"id":2782224,"url":"https://alion.io/job/saic-it-problem-manager","title":"IT Problem Manager","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":82,"open_postings":63,"ghost_share":0,"stale_share":0.921,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colorado Springs, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":181000,"period":"year","method":"role_country_seniority_unknown","sample_n":12232},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Agile","optional":true},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-09-22T20:39:26Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T00:56:30Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"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.\nResponsibilities\nProblem Identification and Investigation\nProactively identify potential problem candidates by analyzing incident trends, recurring issues, and patterns from data across systems and processes.\nWork with all teams to coordinate Conduct thorough Root Cause Analysis (RCA) to determine the source of recurring incidents and define clear problem resolution paths.\nIdentify issues within service delivery processes and ensure problems that require process or service optimization are escalated and prioritized appropriately.\nFacilitate and lead post-incident reviews for major issues, collaborating with technical teams to document results and implement corrective actions.\nProvide 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.\nKnown Error and Knowledge Database Management\nDevelop and maintain Known Errors, ensuring relevant details are accurately captured and documented in the Known Error Database (KEDB).\nOptimize the known errors KEDB to enable quick resolutions, reducing incident resolution times and improving overall service availability.\nWork 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.\nStakeholder Collaboration\nPartner 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.\nAct as the Subject Matter Expert (SME) for Problem Management, providing guidance and expertise on resolving issues and preventing recurrence.\nServe as the main communication point for problem investigations, ensuring clear and consistent messaging with affected stakeholders, including leadership and government counterparts when needed.\nReporting, Analysis, and Recommendations\nRegularly analyze incident ticket data and problem trends to identify priority focus areas, ensuring alignment with business and contract goals.\nGenerate actionable insights and comprehensive reports for SMO leadership, highlighting recurring problems, root causes, and recommended preventative measures.\nPresent findings and resolutions clearly to both technical and non-technical stakeholders, contributing directly to SMO performance reviews and CSI planning.\nContinual Improvement\nIdentify and implement improvements to the Problem Management process to increase efficiency, enhance resolution times, and minimize impact on business operations.\nAct as a key contributor to the Continual Service Improvement (CSI) process by identifying and prioritizing problem candidates that require service or process optimization.\nSuggest and drive enhancements to ITSM tools (e.g., Ivanti, ServiceNow) to better manage and support Problem Management processes and reporting.\nMaintain the problem guide so it reflects best practices and policies for the team on all aspects of problem management.\nActively contribute to developing best practices and process documentation to strengthen organizational service management capabilities.\n Required Qualifications\nBachelor’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).\nProven experience managing the lifecycle of problems, including performing RCA and maintaining a Known Error Database.\nDeep understanding of ITIL Problem Management principles (ITIL 5 certification preferred).\nExperience with ITSM tools (Ivanti and/or ServiceNow experience is a plus).\nDemonstrated experience with data analysis to uncover trends and drive resolution and prevention strategies.\nStrong interpersonal and communication skills to engage effectively across technical and non-technical stakeholders.\nAnalytical mindset with a proactive attitude toward solving complex issues.\nFamiliarity with other ITSM processes such as Incident Management, Change Management, and Knowledge Management.\nExperience collaborating within Agile or DevOps environments.\nRequired Certifications and Clearance\nMinimum Secret Clearance to start.\nITIL or other relevant ITSM certifications.","description_format":"text","description_chars":4685,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Systems Integrators","Engineering 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