SAIC

Problem Manager

SAIC • $95K — $115K *
Colorado Springs, CO 80918In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT or related field with 5+ years in IT operations and ITIL environments.
  • Experience managing problem lifecycle and conducting Root Cause Analysis (RCA).
  • In-depth knowledge of ITIL Problem Management (ITIL 5 certification preferred).
  • Familiarity with ITSM tools like Ivanti and ServiceNow is a plus.
  • Proven ability to analyze data to identify trends and implement resolution strategies.
  • Strong communication skills for interacting with diverse stakeholders.
  • Analytical and proactive problem-solving mindset.

Responsibilities

  • Proactively analyze incident trends to identify potential problem candidates.
  • Conduct thorough Root Cause Analysis to pinpoint sources of recurring incidents.
  • Escalate and prioritize issues within service delivery for necessary optimizations.
  • Facilitate cross-team post-incident reviews to drive corrective actions.
  • Maintain and optimize the Known Error Database (KEDB) for efficient issue resolution.
  • Collaborate closely with various team leads to ensure high-quality knowledge articles.
  • Analyze incident ticket data to generate insights for leadership reporting.

Benefits

  • Onsite work environment in Colorado Springs.
  • Opportunity to work with multiple stakeholders across the organization.
  • Engagement in continual service improvement initiatives.
  • Possibility to enhance ITSM tool capabilities.
  • Access to various ITIL-related professional development opportunities.
Full Job Description
Job Description

SAIC is seeking qualified applicants for Problem Manager supporting the Service Management Office requirements of the North American Aerospace Defense Command and United States Northern Command (NORAD/USNORTHCOM) Information Technology (IT) Enterprise Services (NITES) contract. The primary work location is onsite in Colorado Springs.

Responsibilities

Problem Identification and Investigation
  • Proactively identify potential problem candidates by analyzing incident trends, recurring issues, and patterns from data across systems and processes.
  • Work with all teams to coordinate Conduct thorough Root Cause Analysis (RCA) to determine the source of recurring incidents and define clear problem resolution paths.
  • Identify issues within service delivery processes and ensure problems that require process or service optimization are escalated and prioritized appropriately.
  • Facilitate and lead post-incident reviews for major issues, collaborating with technical teams to document results and implement corrective actions.
  • Provide problem-related inputs into SLA/SLO and KPI reporting (e.g., repeat incidents, chronic SLA breaches, systemic issues) to support SMO metrics and performance reviews with the government.


Known Error and Knowledge Database Management
  • Develop and maintain Known Errors, ensuring relevant details are accurately captured and documented in the Known Error Database (KEDB).
  • Optimize the known errors KEDB to enable quick resolutions, reducing incident resolution times and improving overall service availability.
  • Work closely with the Knowledge Manager and all team leads to ensure recurring issues are reflected in high-quality knowledge articles and that teams can easily leverage the knowledge base to address recurring incidents.


Stakeholder Collaboration
  • Partner with SMO (first use spell out) Lead, CSI Lead (Angela), Incident Managers, Change Managers, Service Owners, Knowledge Manager, and technical team leads to address and resolve complex problems.
  • Act as the Subject Matter Expert (SME) for Problem Management, providing guidance and expertise on resolving issues and preventing recurrence.
  • Serve as the main communication point for problem investigations, ensuring clear and consistent messaging with affected stakeholders, including leadership and government counterparts when needed.


Reporting, Analysis, and Recommendations
  • Regularly analyze incident ticket data and problem trends to identify priority focus areas, ensuring alignment with business and contract goals.
  • Generate actionable insights and comprehensive reports for SMO leadership, highlighting recurring problems, root causes, and recommended preventative measures.
  • Present findings and resolutions clearly to both technical and non-technical stakeholders, contributing directly to SMO performance reviews and CSI planning.


Continual Improvement
  • Identify and implement improvements to the Problem Management process to increase efficiency, enhance resolution times, and minimize impact on business operations.
  • Act as a key contributor to the Continual Service Improvement (CSI) process by identifying and prioritizing problem candidates that require service or process optimization.
  • Suggest and drive enhancements to ITSM tools (e.g., Ivanti, ServiceNow) to better manage and support Problem Management processes and reporting.
  • Maintain the problem guide so it reflects best practices and policies for the team on all aspects of problem management.
  • Actively contribute to developing best practices and process documentation to strengthen organizational service management capabilities.


Qualifications

Required Qualifications
  • Bachelor's degree in Information Technology or a related field and 5+ years of experience in IT operations and ITIL-compliant environments (equivalent hands-on experience may be considered).
  • Proven experience managing the lifecycle of problems, including performing RCA and maintaining a Known Error Database.
  • Deep understanding of ITIL Problem Management principles (ITIL 5 certification preferred).
  • Experience with ITSM tools (Ivanti and/or ServiceNow experience is a plus).
  • Demonstrated experience with data analysis to uncover trends and drive resolution and prevention strategies.
  • Strong interpersonal and communication skills to engage effectively across technical and non-technical stakeholders.
  • Analytical mindset with a proactive attitude toward solving complex issues.
  • Familiarity with other ITSM processes such as Incident Management, Change Management, and Knowledge Management.
  • Experience collaborating within Agile or DevOps environments.


Required Certifications and Clearance
  • Minimum Secret Clearance to start.
  • ITIL or other relevant ITSM certifications.

About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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