Problem Manager

General Dynamics
United States
Workplace: OnsiteFull timeUSD 111,155 - 150,385 annuallyFunction: Communications, PR & CommunityExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Communication","Stakeholder management","Attention to detail"]

Own the problem management process to improve the stability and reliability of IT services. Lead root cause analyses for recurring incidents, document findings, and drive timely identification and resolution of underlying problems. Develop preventative action plans, monitor effectiveness, and maintain the Known Error Database (KEDB). Partner with helpdesk, operations, development, and service management teams while using ITSM tools like ServiceNow and ITIL practices to deliver actionable reporting and dashboards.

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FursaFursa
General Dynamics
General Dynamics
2 days ago

Problem Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own the problem management process to improve the stability and reliability of IT services. Lead root cause analyses for recurring incidents, document findings, and drive timely identification and resolution of underlying problems. Develop preventative action plans, monitor effectiveness, and maintain the Known Error Database (KEDB). Partner with helpdesk, operations, development, and service management teams while using ITSM tools like ServiceNow and ITIL practices to deliver actionable reporting and dashboards.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Lead the problem management process and ensure adherence to established frameworks and best practices.
  • •Facilitate and document root cause analysis (RCA) sessions with stakeholders, technical teams, and SMEs.
  • •Develop and implement preventative action plans to address problems and prevent recurrence.
  • •Analyze incident and problem data to identify trends and create reports/dashboards; maintain and update the KEDB.
  • •Collaborate with helpdesk, operations support, and development teams to bridge gaps in identifying root causes and share updates.
Travel: Low travel

Pay and Benefits

Salary: USD 111,155 - 150,385 annually
Perks:401kHealth InsuranceDentalVisionPaid LeaveLife Insurance

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • •Minimum 5 years of experience in IT service management or a related role with a focus on problem management.
  • •ITIL Foundation certification required; ITIL 4 Practitioner (Problem Management) preferred.
  • •Proven experience conducting root cause analysis and implementing preventative actions.
  • •Proficiency using ITSM tools like ServiceNow and strong analytical, communication, and stakeholder management skills.
Experience:5+ years
Education:Bachelor's
Skills:Analytical skillsProblem-solvingCommunicationStakeholder managementAttention to detail
Certifications:ITIL FoundationITIL 4 Practitioner: Problem Management
Tech Stack:ITILITSMServiceNowKEDB

Eligibility

Nationality:US National
Security Clearance:Top Secret

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn