Bachelor's degree in Information Technology or related field.
2+ years of experience in Problem Management within enterprise IT environments.
Strong knowledge of ITIL Problem Management processes and best practices.
Experience with ITSM platforms (e.g., ServiceNow).
Requirements:
Lead root cause analysis (RCA) for major incidents and recurring issues within required timelines.
Maintain and update the Known Error Database (KEDB) and problem records within ServiceNow.
Analyze incident trends to identify systemic issues and recommend preventive actions.
Coordinate with Incident, Change, and Configuration Management to implement permanent fixes.
Job description
ITCON Services is seeking a Problem Manager to support USDA FPAC IT Service Desk operations by leading enterprise Problem Management activities across mission-critical applications and infrastructure.
The Problem Manager is responsible for identifying root causes of incidents, managing the lifecycle of problems, and implementing corrective actions to prevent recurrence. This role integrates data from Incident, Change, and Configuration Management processes to reduce systemic issues and improve service reliability.
This role is accountable for performing root cause analysis (RCA), maintaining the Known Error Database (KEDB), and driving continuous service improvement in alignment with ITIL-based service management practices.
At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.
Applicant must be a permanent resident or citizen of the United States and clearable for Public Trust clearance with the U.S Government.
Key Responsibilities
Lead root cause analysis (RCA) for major incidents and recurring issues within required timelines.
Maintain and update the Known Error Database (KEDB) and problem records within ServiceNow.
Analyze incident trends to identify systemic issues and recommend preventive actions.
Coordinate with Incident, Change, and Configuration Management to implement permanent fixes.
Develop knowledge articles to reduce repeat incidents and improve Tier 1/2 resolution rates.
Conduct regular problem review meetings and report performance metrics to stakeholders.
Support continuous service improvement initiatives aligned with FPAC service desk objectives.
Required Skills and Qualifications
Bachelor's degree in Information Technology or related field.
2+ years of experience in Problem Management within enterprise IT environments.
Strong knowledge of ITIL Problem Management processes and best practices.
Experience with ITSM platforms (e.g., ServiceNow).
Strong analytical, documentation, and communication skills.
Public Trust clearance eligibility.
Desired Skills and Qualifications
ITIL v3 or v4 certification.
Experience supporting federal IT environments (USDA or similar).
