SAIC is seeking a Problem Management Lead to support the Federal Deposit Insurance Corporation (FDIC) under the newly awarded Information Security Services (ISS) contract, providing innovative solutions to strengthen and safeguard the nation's banking system. We are seeking passionate and talented professionals to join our team in delivering cutting-edge cybersecurity, IT operations, and risk management services. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the FDIC's mission of maintaining public confidence in the financial system.

This position is expected to be hybrid remote and will require on-site work in Arlington, VA.

Responsibilities

Design, implement, and operate ITIL Problem Management practices to enhance SAIC’s service management processes.

Execute the problem processes including assigning problem tasks; review, summarize and deliver root cause analysis (RCAs); develop plans and estimates for remediation; create and manage known error records; conduct trending analysis for incidents and problems

Mentor, coach, and train SAIC team on ITIL best practices and process re-engineering, serve as liaison with government teams for process management and improvements.

Manage, update, and maintain Standard Operating Procedures (SOPs) for Problem Management processes; conduct process studies and stakeholder/gap analyses

Utilize tools (e.g., ServiceNow, Jira, SharePoint, MS Teams, MS Project, Excel) for planning, tracking, and reporting on problems, RCAs, and projects

Required Qualifications:

Must have a Bachelors degree and 9 years of experience, or 4 additional years of experience in lieu of degree.

Experience with and knowledge of problem management principles, methodologies, and tools.

Exceptional communication skills, both written and verbal.

Excellent active listening skills.

Problem solving and root-cause identification skills.

Must be a team player and able to work collaboratively with and through others.

ITIL foundations (V3/V4).

Must be able to obtain a Public Trust clearance.

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