ITSM Problem Manager

Job Description:

The Problem Manager role resides on the ITSM team and reports to the ITSM Director. Through analysis of problems and coordination with service owners to improve operations, this position will help manage and evolve, ITSM operations for the agency in a coordinated and collaborative way with other team members, business partners, and other functional units. This position will require expert knowledge of ITSM best practices, ITSM platforms and tools, preferably BMC Helix ITSM, in addition to documented practical experience.

Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Participates in the Problem Management practice from a strategic and tactical perspective. Analyzes incidents over time and the results of operational activities to provide recommendations for improvements to operational processes.

Design and development of Problem management best practices for the organization. Also, works to establish and improve training, communications, and program adoption.

Develop collaborative project plans for best implementation and adoption of a Service oriented approach for Problem management. Drives steady state, incident reduction and continuous improvement in the ITSM operations support of the organization.

Participates in other discussions to understand service requirements and ITSM operations management.

Proactively engages with Incident Management and other department stakeholders for comprehensive Problem solutions.

Documents process, procedures and work instructions

Knowledge Skills Abilities:

Knowledge of Problem management practices, tools and technologies

Knowledge of project management best practices

Knowledge of BMC software technologies, especially ITSM

Knowledge of ITSM best practices and processes

Knowledge of development methodologies across various technologies, including Agile

Knowledge of continuous integration methodologies and tools, including DevOps

Knowledge of major public cloud providers (AWS, Azure, GCP) and their related tools as well as system-monitoring tools such as Dynatrace, Splunk, etc.

Skill in establishing plans and setting objectives and goals that support an overall business strategy.

Skill in managing multiple priorities, prioritizing tasks and working independently.

Skill in identifying problems, evaluating alternatives, and implementing solutions.

Skill in working collaboratively and cooperatively with diverse groups.

Ability to adapt to a dynamic culture

Ability to deliver work within defined schedules, cost and quality.

Ability to coordinate multiple assignments, set priorities, and meet deadlines.

Ability to communicate with a high level of effectiveness both verbally and in written formats.

Ability to adapt and learn quickly.

Ability to understand industry best practices and apply them to the agency’s needs.

Ability to create procedures for ITSM activities.

Ability to collaborate and work effectively within a large organization

Registration or Licensure Requirements:

Min. ITIL Foundation v3 certification required, advanced ITSM certifications strongly preferred including Problem, project management and BMC technology certifications.

Initial Selection Criteria:

Bachelor’s or higher degree from an accredited college in business administration, computer science, information technology or related study preferred. Work experience in the IT field may be substituted year for year for the education requirement.

An additional five (5) years’ experience in ITSM operational support, with at least 3 years holding a Problem Manager role.

Additional Information:

This is a remote position with possible travel 2-3 times per year to our Austin office.

MOS Code:

2T1X1, 2T3X1

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.