Problem Management Analyst/Advisor in Washington, DC at General Dynamics Information Technology

Date Posted: 8/16/2019

Job Snapshot

  • Employee Type:
  • Job Type:
  • Experience:
    At least 8 year(s)
  • Date Posted:
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Job Description

This position is not yet funded


Duties include:

Problem Management Analyst.

Conduct trending and analysis on incident records to identify recurring issues in the environment.

Create Problem Record and assign to appropriate Tier 2+ support team (i.e. Network, Telecom, Database, Server Group, 3rd party vendors, etc.).

Maintain ownership of Problem Record through to Support Team’s implementation of a Change to remove the problem from the environment.

Perform predictive analysis to identify upcoming system failures based on data analyzed from Incident Records, Problem Records, and various monitoring tools.

Create Knowledge Articles to assist with first contact resolution and to eliminate rework of troubleshooting if error recurs. Knowledge articles will be based on information obtained during RCA effort.

Collaborate with Tier 2+ Team Leads and SMEs to conduct RCA of Major Problems.

Utilize template to gather detailed information regarding outage, usage impact, troubleshooting activities, resolution, and Root Cause analysis information.

Evaluate Root Cause information; think critically and recommend specific actions to avoid missteps leading up to outage.

Provide reports on problems proactively identified through trend analysis; problems predicted and avoided; Root Cause Analysis outstanding; Root Cause Analysis completed, ad hoc reports, and other reports as requested.

Required Proficiency: 

Proficient in Excel, data analytics, predictive analysis

Ability to interpret technical data

Ability to take the complex and make it simple

Strong verbal and written communications skills required

Preferred Experience:

Prior experience with trending, analysis, and interpretation of data. Experience in IT operations.

Degree Desired: 
Bachelor’s Degree or equivalent work experience

Work Experience Required:

8+ years of relevant experience  

Certifications Required:

Security + certification required to start

ITIL Foundations Certification preferred or ability to obtain within 6 months of hire

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.','industry