Problem Management Analyst

• Services include the core telecommunications capabilities that enable the Warfighter to meet operational needs by providing world-wide telecommunications, supporting natural disaster relief, and conducting humanitarian assistance in peace time crises, regional conflicts, and at the same time executing on-going strategic deterrence activities. 

• The work is currently focused under the ITIL precept as incident, problem, or event management and to a lesser degree capacity and computing performance

 
Primary Responsibilities:

• Execute in real time, in accordance with mission requirements: Trend analysis and reporting, ticket management / analysis, customer RFI management, and briefing to senior leaders

• Gather trend data from various tools and reporting sources, analyze the data to identify possible trends and critical failures, develop trends and metrics reports based on the findings, and coordinate meetings and supporting presentations based on this analysis to DISA managers and Senior Managers.  

• Provide management insight into trends impacting DISA Network and Computing Services to identify opportunities to reduce outage time, identify reoccurring issues (problem management), reduce days to root cause determination, decrease implementation time for permanent fixes, decrease problems due to changes, improve management decision making, and allocate resources based on DISA priorities to effectively and efficiently address and remediate reoccurring or critical failures.

• Provide timely, informative management analytical and trending reports on DISA Network, Computing and Applications Services to provide decision support to Agency leadership and management to improve performance and service delivery.

 
Basic Qualifications:

• Active TS/SCI security clearance.

• Bachelor's degree in a relevant technical discipline and 4+ years of overall related experience. 4+ years of additional related years of experience is accepted in lieu of a degree.

• Experience with various Microsoft technologies such as MS Office 2013 and SharePoint

• Experience designing and utilizing MS Excel Pivot Tables to manage large data sets to provide clarity of information

• Good oral and written communication skills

 
Preferred Qualifications:

• DoD 8750 certification at IAT level II, Security+ CE.

• Ticket Management System experience (preferably GTMS or ITSM)

• Experience briefing Senior Leaders

• ITIL V3 Foundations or ITL V4

GSMO