Problem Management Specialist

Description

Unleash Your Potential

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We empower our teams, contribute to our communities, andoperatesustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

If this sounds like an environment where you can thrive, keep reading!

The Digital Modernization Group of Leidos currently has an opening for aProblem Management Specialistto work at the Pentagon. This is an exciting opportunity to use your analytical leadership and IT service management experience helping theAir Force National Capital Region (AFNCR)Information Technology Services (ITS)mission.

In this mission, we provide support services for information systems for Headquarters Air Force (HAF),Headquarters Space Force,and other Air Forcegeographically separated units (GSUs). The senior leaders and national defense missions supported here require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but highly rewarding environment.

As the Problem Management Lead, you will serve as a key analytical leader responsible for overseeing all aspects of the problem management lifecycle and managing a dedicated technical team. You will resolvehighly complexproblems using significant technical knowledge, partnering with executive leadership, senior military stakeholders, and cross-functional teams to formulate executable remediation plans.

Primary Responsibilities:

• Provide governance andfacilitatepostmortem investigations into high-impact incidents across technical teams to permanently resolve underlying faults.

• Analyze incident trend data and produce statistics to proactivelyidentifypotential interruptions to network services before theyimpactthe mission.

• Assistwith the diagnosis of faults,determinewhether new incidents are related to existing problem records, andmaintainthe Known Error Database (KEDB).

• Facilitate technical meetings and coordinate with engineering, field operations, and change management teams to develop and deploy permanent workarounds and solutions.

• Develops and presents comprehensive problem management metrics, KPIs, and dashboards (e.g., repeat incident reduction, RCA completion rates) for senior military and civilian stakeholders at Daily Operational and Weekly Intelligence meetings.

• Conducts proactive, deep-dive data analysis of incident ticket queues toidentifypotential infrastructure degradation, recurring technical faults, and operational bottlenecks before theyimpactthe mission.

• Produce comprehensive reports todemonstratethe performance of the Problem Management process, track repeat incidents, and create knowledge articles to empower Tier 1/Tier 2 support.

• Recommends structural, technical, or procedural changes to program leadership to reduce technical debt and enhance overall service stability.

Basic Qualifications:

• Requires a BA/BS or equivalent experience and12+ years of prior relevant experience, or aMaster'sdegree with10+ years of prior relevant experience.Additionalyears of verifiable leadership experience will be accepted in lieu of a degree.

• Possess an active DoD Secret clearance.

• Proventrack recordin a supervisory or management role overseeing IT support teams and technical field operations.

• Advanced knowledge and experience with enterprise IT operations, desktop support, and helpdesk principles.

• Familiar with IT support operations and organizational structures within a standard DOD/military environment.

• 8140 compliant education, training, or certification (e.g., Security+, CISSP, Cyber 101, etc.).

• Deep familiarity with the Pentagon customer base, NIPRNet/SIPRNet environments, the 844th Communications Squadron, and DISA J6 frameworks.

Preferred Qualifications:

• Advanced, power-userproficiencywith ITSM platforms (ServiceNow, BMC Remedy, or Jira), specificallyleveragingProblem Management modules, creating reporting dashboards, andmaintainingthe KEDB.

• ITIL v4 Foundation(or higher) certification is highly preferred. Deep understanding of ITIL best practices and at least two years of experience in quality assurance or IT workflow optimization.

• Advancedproficiencywith ITSM platforms such as Remedy and/or ServiceNow, particularly inleveragingthese tools for operational reporting and resource management.

• Strong organizational, written, and oral communication skills with the ability to influence cross-functional engineering teams, external vendors, and executive leadership.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.