Problem Manager

SAIC is seeking qualified applicants for 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.