The IT Problem Management Analyst will provide daily, proactive and tactical guidance related to the delivery of enterprise IT services. Specifically, success will be predicated on the applicant’s understanding of ITIL Problem Management processes. The role will also ensure that IT services are being effectively managed and escalated as needed to the DXC Service Executive as well as the IIS IT End User Service & Productivity Manager. Overall, they will execute the organizational and technical oversight necessary for our partners and suppliers to deliver reliable, available, and timely services to the satisfactory demand of our End Users.
Review and analyze operational data and performance metrics to identify areas of continual service improvement.The position will identify service issues requiring resolution, working with the IT Service Delivery Supplier Manager and the IT Supplier ensuring they are documented and tracked through implemented processes and workflows.Facilitate discussion between stakeholders and technical teams in order to apply lessons learned through root cause analysis.The position will be the key escalation point for end users of all levels (employees, sub-contractors, and business partners) to assist in service requests, incident management, and facilitating change management initiatives, including end user training, business level communications and advocating best practices.The position will partner with and support retained and vendor sourced technical teams in local maintenance and standardization initiatives, relative to conference rooms and proposal centers (Audio/Video infrastructure, video display systems and projection).
In addition, the position will be responsible for oversight and adherence to EH&S/OSHA principles within respective MDF/IDF facilities, vendor laboratories, and respective storage areas.This position requires a high-level of customer service and will be available outside of standard business hours as required.
Required Education (including Major):
Bachelor of Science degree in CS, IT, IS, Cyber or applicable STEM discipline.
Equivalent work experience in an enterprise level IT Problem Management role will be considered.
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.