Tech Stack

Description

Serve as the ITSM Incident and Problem Manager for one of the largest federal financial systems, providing end-to-end ownership of the ITIL Incident and Problem Management lifecycle. This role ensures rapid service restoration, long-term operational stability, and strong cross-functional coordination across a multi-vendor, high-visibility environment.

Requirements

• Deep knowledge of ITIL v4 practices (Incident, Problem, Change, Knowledge, SLA/Service Level, and Continual Improvement)
• Strong communication and stakeholder management skills in high-visibility federal environment
• Experience in multi-vendor, highly regulated, large-scale operational settings
• Ability to translate technical issues into clear operational and business impacts
• Experience with automation tools, AI/ML-enabled workflows, and advanced ServiceNow reporting/dashboarding

Responsibilities

• Oversee the full Incident and Problem Management processes, from intake through resolution and post-incident analysis
• Direct incident response across 150+ contractors and consultants, coordinating triage, escalation, communications, and service restoration across 10+ bureaus
• Monitor and audit SLAs/OLAs, ensure compliance with contractual service levels, publish performance scorecards, and drive continuous improvement
• Lead Root Cause Analysis and Problem Management by identifying trends, addressing systemic issues, and validating corrective actions with technical SMEs
• Partner with ServiceNow teams to design and enhance ITSM workflows, including routing, prioritization, categorization, SLAs, knowledge suggestions, and reporting
• Implement AI-assisted workflows to reduce manual effort, improve documentation quality, accelerate ticket resolution, and ensure process adherence
• Provide ITIL-aligned process governance and audit oversight, ensuring compliance with federal standards and agency service expectations
• Develop and maintain executive dashboards and reporting for senior leadership, offering real-time visibility into service performance, SLA compliance, aging incidents, and operational risks
• Facilitate major incident bridges, leading impact assessments, communications, and cross-team coordination during high-severity events
• Manage the Problem Management backlog, prioritizing issues based on business impact and confirming completion of corrective actions
• Lead continual service improvement initiatives, identifying inefficiencies, recommending automation, and implementing best practices
• Ensure accuracy and quality of incident records, problem records, knowledge articles, and post-incident reviews
• Collaborate with Change Management so incidents and problems inform change risk assessments and future preventive actions
• Support audits (A-123, financial statement, FISCAM/NIST ITGC) by providing required evidence, procedures, and workflow traceability