Today
Top Secret
Unspecified
Unspecified
Management
Pensacola, FL (On-Site/Office)
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ASRC Research and Technical Solutions (ARTS)is seeking an ITSM Problem Manager to join our leadership cadre supporting a DoD client in Pensacola, Florida. The successful candidate will be empowered to create, directly and indirectly, meaningful changes within the organization to promote mission execution and reduce toil and waste. Our leadership model is built on the principle that leaders are servants to the workforce, tasked to empower every the member to achieve mission execution AND self-actualization. A willingness to not only accept, but embrace the ASRC "True North" principles is critical to the successful performance of this role.
The Problem Manager is responsible for ensuring the "big-picture perspective" is brought to bear in problem resolution, ensuring that the entire team learn from and avoid the struggles experienced anywhere within the team. As a result, the successful candidate must be adept at applying a wide range of technical, communication, motivational, and policy application skills to the table. Tasks, methodologies, and solutioning will change from day to day, and from project to project, and the Problem Manager is expected to persevere and prosper through those changes.
Duties include:
Collaboration: The Problem Manager will collaborate with many other service management roles. They work most closely with the incident management team, analyzing incident records to identify repeat incidents, and the change management team, as they implement permanent fixes to problems.
Coordination: The Problem Manager is responsible for coordinating all aspects of problem diagnosis and resolution. They must understand the knowledge and skill sets throughout the IT organization, so they can determine which subject matter experts are best suited to help solve each problem.
Communication: The Problem Manager maintains an overview of the problem queue, updating status and keeping affected stakeholders informed of progress.
Facilitation: The Problem Manager will be a key member of any team created to manage a major incident. While the incident team works on resolving the immediate problem, the Problem Manager facilitates data collection and analysis, looking for a long-term fix.
Prioritization: Problem managers must understand the business goals by working with leaders across the organization to understand the impact of problems, so they can correctly prioritize problems for resolution.
Documentation: A key part of the role is creating and managing a knowledge base, with information about known errors and workarounds for the service desk and self-service portals to use.
The role of a Problem Manager is to find apply a wide range of capabilities to end repeat problems, prevent new problems, and enable team-wide learning from every problem and resolution cycle. Roles and responsibilities include:
Requirements:
The successful applicant will have at least 5 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a variety of IT, Telecom, and other technology environments. ARTS is looking for a strong mix of the following traits in candidates for this role:
Active TS/SI clearance (non waiverable)
Current DoD 8570 certification (non-waiverable)
Previous experience supporting the delivery of IT services for enterprise customers.
Demonstrated experience effectively communicating up, down and across the organizational structure to include executives, managers, peers, subordinates, and customers.
Proven success aligning teams, collaborating with cross-functional stakeholders, and delivering on multiple complex projects.
Demonstrated experience leveraging the AGILE SaFE framework to drive strategic team and organizational goals while delivering on immediate operational demands.
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
EEO Statement
ASRC Federal and its Subsidiaries are Equal Opportunity /Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
ASRC Research and Technical Solutions (ARTS)is seeking an ITSM Problem Manager to join our leadership cadre supporting a DoD client in Pensacola, Florida. The successful candidate will be empowered to create, directly and indirectly, meaningful changes within the organization to promote mission execution and reduce toil and waste. Our leadership model is built on the principle that leaders are servants to the workforce, tasked to empower every the member to achieve mission execution AND self-actualization. A willingness to not only accept, but embrace the ASRC "True North" principles is critical to the successful performance of this role.
The Problem Manager is responsible for ensuring the "big-picture perspective" is brought to bear in problem resolution, ensuring that the entire team learn from and avoid the struggles experienced anywhere within the team. As a result, the successful candidate must be adept at applying a wide range of technical, communication, motivational, and policy application skills to the table. Tasks, methodologies, and solutioning will change from day to day, and from project to project, and the Problem Manager is expected to persevere and prosper through those changes.
Duties include:
Collaboration: The Problem Manager will collaborate with many other service management roles. They work most closely with the incident management team, analyzing incident records to identify repeat incidents, and the change management team, as they implement permanent fixes to problems.
Coordination: The Problem Manager is responsible for coordinating all aspects of problem diagnosis and resolution. They must understand the knowledge and skill sets throughout the IT organization, so they can determine which subject matter experts are best suited to help solve each problem.
Communication: The Problem Manager maintains an overview of the problem queue, updating status and keeping affected stakeholders informed of progress.
Facilitation: The Problem Manager will be a key member of any team created to manage a major incident. While the incident team works on resolving the immediate problem, the Problem Manager facilitates data collection and analysis, looking for a long-term fix.
Prioritization: Problem managers must understand the business goals by working with leaders across the organization to understand the impact of problems, so they can correctly prioritize problems for resolution.
Documentation: A key part of the role is creating and managing a knowledge base, with information about known errors and workarounds for the service desk and self-service portals to use.
The role of a Problem Manager is to find apply a wide range of capabilities to end repeat problems, prevent new problems, and enable team-wide learning from every problem and resolution cycle. Roles and responsibilities include:
- Improving the quality of IT services: Repeat incidents cause frustration for staff and customers. This affects the business's bottom line by increasing costs, decreasing staff productivity, and decreasing customer satisfaction and retention. The Program Manager strives to minimize these impacts by preventing repeat incidents, thus improving the quality and reliability of IT services.
- Managing organizational risks: The Problem Manager is responsible for understanding any potential technical and/or business issues the company may encounter. They assess likelihood of these problems occurring and impact they might have to understand the overall risk exposure and to develop an appropriate set of remediation plans.
- Allocating resources to fix problems: The Problem Manager assembles teams to respond to problems, often looping in people from both business and technical disciplines. The Problem Manager is responsible for understanding the skill sets of subject-matter experts, assessing their workloads, and appropriately assigning problem-solving tasks to ensure efficient resource allocation.
- Ensuring continuous improvement: Continuous improvement is an important goal of ITSM efforts. Problem management is the only ITIL process that provides specific tools for continuous improvement by identifying actual or potential failures and transforming these into opportunities for improvement.
Requirements:
The successful applicant will have at least 5 years of experience with Problem Management or a closely related field (program, project, release, change management) and the ability to demonstrate an in-depth knowledge of Problem Management processes in a variety of IT, Telecom, and other technology environments. ARTS is looking for a strong mix of the following traits in candidates for this role:
Active TS/SI clearance (non waiverable)
Current DoD 8570 certification (non-waiverable)
Previous experience supporting the delivery of IT services for enterprise customers.
Demonstrated experience effectively communicating up, down and across the organizational structure to include executives, managers, peers, subordinates, and customers.
Proven success aligning teams, collaborating with cross-functional stakeholders, and delivering on multiple complex projects.
Demonstrated experience leveraging the AGILE SaFE framework to drive strategic team and organizational goals while delivering on immediate operational demands.
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
EEO Statement
ASRC Federal and its Subsidiaries are Equal Opportunity /Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
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