Req ID: RQ191105Type of Requisition: SCAClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: NACI (T1)Job Family: SCASkills:Change Management,Information Technology Infrastructure Library (ITIL),IT Service Management (ITSM),Microsoft Office,Service LevelsExperience:3 + years of related experienceJob Description:As an Incident Manager you will utilize your problem solving, decision making, and process improvement skills to ensure services provided by GDIT operate to the expectations of the Department of Veterans Affairs. You will operate as an integral part of our team supporting our Veterans in one of the most important Enterprise Service Desk positions. In this role you will:
Work closely in collaboration with the internal and external service providers to define and understand Service Level Agreements (SLA’s) and Operational Support models
Evaluate and review service performance and technical information provided by the service suppliers
Assess operational health to identify trends and make recommendations to avoid adverse impact to SLA’s
Collaborate with teams to resolve service impediments impacting service performance.
Develop reports and deliver information to wide ranging audiences up to and including executive level leadership
Provide meaningful reporting to track service delivery and identify areas for improvement
Ensure the smooth implementation of change into the production environment by delivering multiple ITIL disciplines and helping ensure they are followed
Validate and manage high priority incidents, including communication to the business, facilitating root cause analysis and resolution.
Ensure cohesive high quality service delivery by working closely with other IT teams across the enterprise
Required Qualifications
Associate's degree or equivalent experience; AND
1 or more years of related experience including a minimum of 6 months experience with the Department of Veterans Affairs Enterprise Service Desk
Proven ability to communicate information, verbally and written, at all levels of contact
Experience working with business processes and functions with an exceptional attention to detail
Proficient with ServiceNow platform
Proficient with Microsoft Office applications, particularly Excel
Preferred Qualifications
ITIL foundations v4 certification
Knowledge of standard IT Service Management practices, including Incident, Problem and Change Management processes
Previous experience as an Incident Management Analyst
The likely hourly rate for this position is between $24.06 - $32.56. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
