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Posted: Saturday, March 11, 2017 8:29 PM

Bachelors degree in a computer science, information technology, engineering, or scientific field or the equivalent is required plus a minimum of 5 years of relevant experience; or Masters degree plus a minimum of 3 years of relevant experience. Due to the nature of work performed within our facilities, U.S. citizenship is required.General Dynamics Mission Systems has an immediate opening for an ITIL Problem Manager. This position provides an opportunity to further advance the cutting:edge technology that supports some of our nationA?s core defense/intelligence services and systems. General Dynamics Mission Systems employees work closely with esteemed customers to develop solutions that allow them to carry out high:stakes national security missions. REPRESENTATIVE DUTIES AND TASKS:This key IT infrastructure role will be the technical lead responsible for coordinating the processes and activities that focus on problem identification, root cause analysis, and incident avoidance. The Problem Manager will coordinate closely with IT lines of service management team, technicians, and process managers, particularly the Incident Manager and Change Manager, to document all problems and follow up on corrective action as required, including process changes, and communications. The position will report to the Manager, IT Service Desks and Process Management.Understand organizations, information, systems, policies, processes, metrics, opportunities, challenges, risks, and constraintsInvestigate and evaluate alternatives for, and assess feasibility of, improvements in information, technology, process, and/or organizational systemsInvestigates, identifies, analyzes, and captures business systems, process, information, and other forms of detailed specifications and requirementsManage the life cycle of problems through identification, root cause analysis, and the completion of associated error resolution tasks of problems resulting from incidents in the production environmentPrioritize problems based on defined priority definition and guidelinesLead Root Cause Analysis investigations to successfully identify root causes of problems that impact the IT environmentWork closely with the Incident Manager to identify incident trends and drive proactive efforts to prevent problems from occurringEffectively communicate awareness, issues, trends and status to IT managementInterface with infrastructure teams to highlight key issues and initiate error resolution activitiesProactively identify events, trends, and known errors and work with others to resolve prior to production impactCoordinate closely with Change Manager and line of service subject matter experts to implement permanent corrective actionsMinimize adverse impact of incidents on business operations through incident avoidance and rapid recoveryEnhance business perception of IT by improving performance consistency through use of standardized definitions and proceduresWork closely with IT Governance and the IT monitoring team to develop processes and technologies to identify steady state operations and identify potential problems prior to business crease visibility and communication of problems to business and IT support staffAble to define, manage, update, and improve upon GD:MS approved policiesDefine, track, and report key Problem Management metricsPerform other duties as directedLead, plan, and execute small initiatives KNOWLEDGE SKILLS AND ABILITIES:Able to act with little daily instruction on tasks of diverse scope using a seasoned professional understanding of the ITIL Problem Management methodologyExhibits solid knowledge on how IT solutions are constructedPrior work experience as a Problem Manager identifying existing and potential production problems, performing root cause analysis, and recommending corrective actions strongly desiredStrong track record showing ability to develop relationships and formal and informal networks to influence, coordinate, communicate, and organize groups/t


• Location: Phoenix, scottsdale

• Post ID: 46016095 phoenix is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017