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Problem Manager

SAIC

Colorado Springs, Colorado • Today

Full-time

USD 80,001.00 - 120,000.00 per year

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Contract, Third Party

SAIC

Job Details

Skills

Aerospace
Enterprise Services
Problem Solving
Service Delivery
Optimization
KPI
SLA
Database Administration
Knowledge Base
Collaboration
Messaging
Issue Tracking
Leadership
ROOT
SMO
Continuous Improvement
Business Operations
Process Optimization
Reporting
Documentation
Service Management
IT Operations
Management
Root Cause Analysis
Database
Problem Management
ServiceNow
Data Analysis
Communication
Analytical Skill
Incident Management
Change Management
Knowledge Management
Agile
DevOps
Security Clearance
ITIL
IT Service Management
Information Technology
Systems Engineering
FOCUS

Aerospace
Enterprise Services
Problem Solving
Service Delivery
Optimization
KPI
SLA
Database Administration
Knowledge Base
Collaboration
Messaging
Issue Tracking
Leadership
ROOT
SMO
Continuous Improvement
Business Operations
Process Optimization
Reporting
Documentation
Service Management
IT Operations
Management
Root Cause Analysis
Database
Problem Management
ServiceNow
Data Analysis
Communication
Analytical Skill
Incident Management
Change Management
Knowledge Management
Agile
DevOps
Security Clearance
ITIL
IT Service Management
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2617147

Location: Colorado Springs, CO, US

Date Posted: 2026-09-22

Category: Information Technology

Subcategory: Bus Proc Analyst

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: TS/SCI

Potential for Remote Work: ORA_ON_SITE

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.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2617147
Posted 6 hours ago

Company Info

About SAIC

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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SAIC

Job Details

Skills

Aerospace
Enterprise Services
Problem Solving
Service Delivery
Optimization
KPI
SLA
Database Administration
Knowledge Base
Collaboration
Messaging
Issue Tracking
Leadership
ROOT
SMO
Continuous Improvement
Business Operations
Process Optimization
Reporting
Documentation
Service Management
IT Operations
Management
Root Cause Analysis
Database
Problem Management
ServiceNow
Data Analysis
Communication
Analytical Skill
Incident Management
Change Management
Knowledge Management
Agile
DevOps
Security Clearance
ITIL
IT Service Management
Information Technology
Systems Engineering
FOCUS

Aerospace
Enterprise Services
Problem Solving
Service Delivery
Optimization
KPI
SLA
Database Administration
Knowledge Base
Collaboration
Messaging
Issue Tracking
Leadership
ROOT
SMO
Continuous Improvement
Business Operations
Process Optimization
Reporting
Documentation
Service Management
IT Operations
Management
Root Cause Analysis
Database
Problem Management
ServiceNow
Data Analysis
Communication
Analytical Skill
Incident Management
Change Management
Knowledge Management
Agile
DevOps
Security Clearance
ITIL
IT Service Management
Information Technology
Systems Engineering
FOCUS

Summary

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.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Dice Id: 10111346
Position Id: 2617147
Posted 6 hours ago

Company Info

About SAIC

Go to company profile

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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