Problem Manager

Job Number:
Job Category:
Project / Program Management
Yes, 10% of the time
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Leidos is seeking qualified candidates for the role of Problem Manager, in support of the U.S. Army Corps of Engineers (USACE) – Information Technology (IT) program. 

The Army Corps of Engineers – Information Technology (ACE-IT) provides secure enterprise-wide IT and information management support services to more than 37,000 USACE end users located throughout the Continental U.S. (CONUS) and outside the Continental U.S. (OCONUS). ACE-IT is the enterprise IT service delivery team for the U.S. Army Corps of Engineers, supporting mission requirements using a site-specific support model aligned along the USACE Regional Business Centers.

ACE-IT provides direct on-site command and control, coordination, planning, and operations and maintenance support for routine and emergency IT services. Leidos is actively seeking personnel to support USACE headquarters locations in Washington, DC; Vicksburg, MS; Huntsville, AL; and Hillsboro, OR; across other USACE locations; and virtual positions.

The Problem Manager, located in Hillsboro, Oregon, is responsible for planning, organizing, securing, and managing resources to bring about the successful completion of specific program goals and objectives. Interfaces with task and functional leaders, subcontractors, and support personnel.

Primary Responsibilities
The Problem Manager manages the processes and personnel established to minimize the adverse effect on the business of incidents and problems caused by errors in the infrastructure and to proactively prevent the occurrence of incidents, problems, and errors. In execution and over site of the problem management process, the responsibilities of the Problem Manager include:

• Analyze and identify root cause of known errors and coordinate actions to fix the errors.
• Be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
• Minimize the duration of any related outages
• Manage problems within agreed-to time frames
• Perform trend analysis
• Ensure performance of root cause analysis
• Automate Problem Management tasks wherever possible
• Prevent the replication of problems across multiple systems
• Review the efficiency and effectiveness of the Problem control process
• Maintains inventory of problems under analysis and their current progress and status
• Follow up issues and progress with problem owners where necessary
• Produce Problem Management reports and management information
• Coordinate meetings to resolve problems
• Maintain innovative approach as problems are unique
• Ability to use different RCA techniques

• BA/BS or equivalent in Engineering, Computer Science, Computing Information Sciences, or Management of Information Systems with 2 or more years of prior relevant experience or Masters with less than 2 years of prior relevant experience
• Exceptional interpersonal skills and organizational skills
• Must be able to obtain/maintain Secret security clearance

Preferred Qualifications
• Experience performing problem management in a help desk and enterprise environment
• Incident management and problem management
• ITIL experience and understanding
• Remedy experience
• Help desk experience
• Analytical skills

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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