nderstand the underlying reasons for incidents and problems. Implement effective techniques or other problem-solving methodologies.
- Coordinate communication during network 911 across teams. Implement proactive measures to prevent recurring incidents. This may involve working with Change Management to implement permanent fixes, process improvements, or updates to documentation and training.
- Collaborate with various IT teams, including Incident Management, Change Management, and Service Desk, to resolve problems and prevent future occurrences. Facilitate communication and knowledge sharing among teams. This collaboration will include tasks including diagnose, determine corrective actions, and resolve technical issue while actively working with Tier 2/3.
- Maintain accurate records of problems, their root causes, and the solutions implemented. Document timeline, track action (including after actions), impact and relay communication back to customer. Help Create and update knowledge base articles related to problem tickets to help Service Desk and other support teams handle similar incidents in the future, working alongside the SLM,
- Work diligently to find solutions to problems, coordinating with technical experts if necessary. Ensure problems are resolved in a timely manner and communicate the progress to stakeholders.
- Analyze incident data to identify trends and potential problems before they escalate. Use this analysis to prioritize problem resolution efforts and prevent widespread issues. Monitor Service Desk ticket trends in real time to identify problems and communicate accordingly.
- Continuously seek opportunities to improve IT services by addressing underlying problems. Work on service improvement plans in collaboration with other ITSM processes to enhance service quality.
- Generate reports on problem management activities, including the number of recurring incidents addressed, root cause analyses performed, and preventive measures implemented. Present findings to program management and customer.
- Provide guidance and training to other IT staff on best practices related to problem management. Mentor team members and share knowledge to enhance problem-solving skills within the organization.
- Adhere to ITIL (IT Infrastructure Library) best practices and guidelines related to problem management. Ensure that problem management processes align with ITIL standards and contribute to the overall ITSM framework.
- Understand the impact of recurring problems on customers and end-users. Prioritize problems that have a significant impact on service delivery and customer satisfaction.
- Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements. Stay updated with industry trends and best practices related to problem management.
- Bachelor’s degree and 2+ years of experience in ITSM problem management, additional years of relevant experience will be acceptable in lieu of a degree.
- ITIL Certification
- Service Now experience including reporting
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Proficient in Microsoft Office tools, primarily Word, Excel, and PowerPoint.
- Able to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.
- Excellent verbal and written communication skills
- Ability to obtain a public trust clearance prior to start, must a US Citizen
- Prior experience leading helpdesk/service desk teams
- Experience with commercial cloud providers including AWS
- Experience with one or more enterprise ticket tracking systems (https://e.g., Atlassian JIRA, Atlassian Jira Service Desk, Atlassian Confluence, ServiceNow and Microsoft Service Manger)
- Able to demonstrate understanding of SLA’s and KPI metrics.
**Candidates within a commutable distance to Blacksburg, VA preferred
Pay Range $54,https://600.00 - $98,https://700.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.