Problem Manager / Technical Writer

GovCIO is seeking a Problem Manager / Technical Writer to support a critical 24/7 Information Technology Operations Center (ITOC) for the U.S. Coast Guard (USCG). This role is primarily responsible for leading enterprise Problem Management activities, coordinating Root Cause Analysis (RCA) development, and producing executive-level technical documentation for mission-critical enterprise IT services. This position will be located in Alexandria, VA, and will be a hybrid position.

As a Problem Manager / Technical Writer, you will serve as the primary coordinator for post-incident analysis by working with cross-functional technical teams to identify root causes, document corrective actions, and drive continual service improvement initiatives. You will ensure that all major incident reports, RCA documents, trend analyses, and operational deliverables are accurate, actionable, and delivered in accordance with contractual requirements. Key responsibilities include:

• Lead enterprise Problem Management processes for recurring and high-impact incidents by facilitating Problem Review Boards, maintaining the enterprise Problem Register, and monitoring progress toward resolution.
• Coordinate development of comprehensive Root Cause Analysis (RCA) documentation following major incidents, validating technical inputs from Network, Systems, Cybersecurity, Engineering, Application, and Infrastructure teams to identify contributing factors and systemic risks.
• Develop executive-level documentation and reports for USCG leadership, including Major Incident Reports (MIRs), Situation Reports (SITREPs), After Action Reports (AARs), and operational summaries.
• Translate complex technical findings from multiple support organizations into concise, standardized, audience-appropriate contract deliverables that meet organizational policies and quality expectations.
• Analyze operational performance metrics, incident trends, and service data to develop dashboards, scorecards, and recurring reports that support leadership decision-making.
• Support Continual Service Improvement (CSI) initiatives by recommending data-driven process improvements and maintaining Problem Management policies, procedures, templates, and knowledge articles.
• Partner closely with Major Incident Managers and ITOC Supervisors to transition incidents into Problem Management, serving as the primary quality reviewer for operational documentation and contractual reporting deliverables.

High School with 9+ years (or commensurate experience)

Required Skills and Experience 

• DoD 8570 IAT Level II or higher (e.g., Security+ CE, CySA+, or vendor-specific identity certifications).
• 5+ years of experience in IT operations, systems administration, network administration, service management, technical writing, or related technical disciplines.
• Experience in performing or coordinating Root Cause Analysis (RCA) activities.
• Experience developing technical documentation and executive-level reports.
• Strong understanding of enterprise IT infrastructure, including Windows operating systems, enterprise networking fundamentals (TCP/IP, DNS, DHCP, Routing & Switching), virtualization technologies, enterprise monitoring platforms, and IT Service Management processes.
• Strong analytical, organizational, and critical thinking skills.
• Exceptional written and verbal communication skills.
• Ability to work collaboratively across multiple technical disciplines.

Clearance Required: Active Secret Clearance

Preferred Skills and Experience

• Experience supporting the U.S. Coast Guard (USCG) or similar Department of Homeland Security (DHS) software delivery environments.
• ITIL 4 Foundation Certification (required); ITIL CDS, DPI, or Managing Professional preferred.
• Experience with Problem Management in enterprise IT environments.
• Experience producing deliverables for federal government contracts.
• Experience supporting operational reporting for executive leadership.
• Experience with ServiceNow, BMC Helix, SolarWinds, Splunk, Microsoft Power BI, or similar enterprise platforms.
• Familiarity with knowledge management frameworks and continual service improvement methodologies.
• Experience supporting Department of Defense or federal civilian agencies.

        #JP #DICE #USCG