Basic Qualifications:

• BS/BA with 5 – 7 years, or MS with 3 - 5 years, or PhD with 0 -2 years of experience; four (4) years of experience can be substituted in lieu of a bachelor’s degree.
• Experience implementing or supporting SLAs (Ticket Open, Customer Satisfaction, and Root Cause Analysis (RCA).
• Experience working with government senior level and/or executive level leadership.
• Experience with implementing and supporting IT Infrastructure Library (ITIL) framework.
• Experience with Agile framework for Service Management and ServiceNow Software as a Service (SaaS).
• Agile, ITIL, Service Now or equivalent certification required.
• Experience creating and documenting IT processes.
• Experience working within the ITIL Framework with formal Service Management including incident management, change management, asset management, configuration management (CMDB), and knowledge management.
• Strong verbal and written communication skills and the ability to clearly articulate understanding of Problem, Incident, Change and Event Management processes.
• Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint.
• Ability to work outside of normal business hours, as needed
• Must have an active Secret security clearance; and be a US Citizen. 

Preferred Qualifications:

• ITIL V4 Foundation Certified
• Understanding of IT Service Management Tools and Service Level Agreements
• Able to perform several tasks at once, in a fast-paced environment, rotate between job tasks, coordinate multiple and changing priorities.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

The Problem Situation Manager role will be based in the DC/Metro region and tele-work may be available. The selected candidate must be able to support occasional travel as necessary. 

Role and Responsibilities: 

• Performing Incident and Problem Management support consistent with ITIIL and industry best practices to prevent incidents or situations from occurring, and if they do occur, prevent them from occurring repeatedly.
• Driving efficiency and effectiveness of the incident and problem management processes and procedures.
• Providing oversight of the incident management and coordination, standardization, and leadership of all major incident, and problem management activities.
• Preparing and trend reports for use in the incident, major incident, and problem management processes to determine service goals, expected outcomes, and measurable results.
• Developing innovative methodology to solving problems.
• Contributing to deliverables and performance metrics for incident and problem management to met service level objectives and SLA requirements.
• Identifying opportunities proactively for process and/or documentation improvement
• Collaborating with the support and operations teams to ensure that all incident and problem protocols are diligently followed.
• Conducting activities such as prioritization, investigation, analysis, and documentation of areas and workarounds.
• Establishing and orchestrating bridge calls, for high priority and major incidents, with emphasis on restoring service to users as quickly as possible and facilitates troubleshooting efforts toward resolution.
• Reviewing incident data to identify potential problem tickets and to enrich existing problem tickets.
• Championing and providing guidance on developing a comprehensive root cause analysis program.
• Contributing to the development of the knowledge management database.

This role is contingent upon contract award.