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• Maintain all documentation related to the Problem Management process, including policies, procedures, and work instructions, while ensuring that IT best practices are implemented and enforced through a strong understanding of current company processes.
• Advises clients on potential gaps in processes identified through persistent occurrences of the same problem, resulting in potential performance impacts.
• Establish deadlines for ownership of actions to include verbal and written communication to the client according to standard operating procedures.
• Performs initial reviews of all FACARs (Failure Analysis and Corrective Action Reports) for accuracy, subject matter, and constructive feedback before delivery and reporting to senior and executive leadership.
• Manages daily, weekly, and monthly tracking of all open problems up to the point of successful closure.
• Performs historical analysis of Major incidents and Problem Records for reoccurring incidents to ensure accountability of service improvement and corrective actions to ensure a resolution is reached in coordination with owners.
• Communicates problem management status updates for monthly Operation Performance Reviews to clients.

Schedule: Monday through Friday, Flexible between 6am and 6pm.

Requirements

TS/SCI with poly required

• 10 years of related experience and a Bachelor's degree (or 5 additional years)
• Attention to detail and good organization skills
• Microsoft Office Suite
• Organizational Skills
• Strong verbal and personal communication skills
• Customer service/support
• Multi-tasking
• Ticketing systems

Benefits

• Health & Life Insurance
• Dental Insurance
• Disability Insurance
• 401K Retirement Plan with Matching
• Tuition Assistance
• Vacation and Sick Leave
• Hiring Bonuses
• Referral Recruitment Program