Copper River IT

Problem Management SME

Job Locations US-AL-Montgomery
Posted Date 3 weeks ago(11/10/2021 5:33 PM)
# of Openings


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At TACG, your growth is our success. As an employee, you will have access to education and training benefits and work/life balance through our Open Leave Policy. Your health is most important, so you’ll be “covered” with medical, dental and vision insurance. We offer immediate vesting with 401k matching, don’t delay and apply today!


We are a seeking a Problem Management SME, with Information Technology Infrastructure Library (ITIL)-based Problem Management context. This person will assist the Major Incident Management Service Manager in supporting and participating in problem management support teams to diagnose and resolve incidents as approved by leadership and requested by the Major Incident Owner. They will help coordinate with portfolio stakeholders, Capability Delivery Teams (CDT), and external organizations involved in all root cause analysis for incident activities. The Problem Manager will provide Information Technology support and troubleshooting skills while demonstrating expertise in providing solutions for recurring incidents. They will assist in the implementation and support of approved changes as directed to resolve a problem. Participate in status meetings, related working groups, conferences, and other meetings involving Information Technology activities impacting or potentially impacting BES deployed systems and supporting infrastructures.


  • Develop and implement ITSM processes and procedures across the portfolio
  • Provide support in ensuring development, customization, integration, and implementation with other department Service Management processes and procedures such as Incident, Problem, Event and Change Management
  • Ensure industry standard ITSM methods and procedures are used for a prompt response, analysis, documentation, and ongoing development/management of problems
  • Develop, customize, edit, and/or maintain Standard Operating Procedures (SOP) for the department problem management services
  • Drive implementation of standard execution of the department’s processes
  • Assist with root cause analysis of recurrent regular and major incident capabilities across the directorate
  • Assist with preparing courses of action to identify/recommend improved problem management operations and/or efficiencies
  • Support Leadership and PMOs in the collection, interpretation, and monitoring of problems and incident metrics and events including, but not limited to Mean Time to Repair (MTTR), ticket counts, # escalations, resolution descriptions, etc
  • Responsible for communicating with and coordinating problem management activities
  • Accountable for updating submitted problem tickets with leadership approval/disapproval decision
  • Contribute with reviews and updates as required
  • Provide briefings and/or status updates as required to the Team and senior leadership on the status of ongoing problems
  • Ensure activities are being performed at a high level of quality and efficiency
  • Participate in working groups, IPTs, Technical Interchange Meetings (TIMs), and other reviews and meetings where systems integration problems are addressed
  • Deliver support expertise for the entire lifecycle of the Defense Business System (DBS) from design through sustainment, such as:
    • Business process re-engineering and mission thread facilitation
    • Requirements engineering/analysis
    • Mission analysis and design
    • Analysis of alternatives
    • Capability-based assessments
    • Business Process Management/Transformation


  • Education:
    • Undergraduate or Associates degree and/or equivalent years of experience required
    • Security + certification
  • Required Knowledge/Experience:
    • Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to Incident Management, Problem Management, Change Management, Event Management, and Continuous Improvement
    • Ability to be proactive, acts and anticipates opportunities without continual oversight
    • Excellent communication skills
    • Excellent collaboration skills with business and technical communities
    • Proficient in Microsoft Office suite and SharePoint
    • 10 years of ITIL/ITSM industry experience with a comprehensive understanding of processes and in-depth knowledge of the various ITSM stages to include, but not limited to Incident Management, Problem Management, Change Management, Event Management, and Continuous Improvement
    • 10 years of functional experience with ITIL concepts, processes, and working knowledge of DoD Defense Enterprise Service Management Framework (DESMF) Incident Management requirements
    • 15+ years of experience in numerous Information Technology disciplines to include, but not limited to Project Management, Software Development, Networking, Information Security, Testing, System Administration, Help Desk, etc
    • 10+ years of experience working in an Incident/Problem Management team within a mature ITIL/ITSM process environment
    • 10 years of experience supporting service management implementation, maintenance, and changes within a high-availability software capability environment
  • Preferred Knowledge/Experience:
    • Thorough understanding of Air Force and/or DoD ITIL/ITSM processes with deep knowledge of the various ITSM stages
    • Extensive knowledge of Air Force and/or DoD daily operational practices

Other Responsibilities

  • Perform other tasks consistent with the goals and objectives of the department/contract
  • Perform other duties as assigned
  • Must comply with all federal COVID-19 related vaccination and testing requirements, including, but not limited to, those set out in Executive Order 14042

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EEO/AA Employer Minorities/Females/Vets/Disability


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