IT Problem Management Analyst - Military veterans preferred

Raytheon (


  full-time   employee

United States

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 Skills:

  • A solid understanding of IT Service Delivery management systems, principles, processes, and best practices.
  • 4+ years of applicable experience and proven success as an IT Service Delivery Manager or Technical Leader in a vendor sourced environment.
  • Practical experience with Incident and Problem Management as well as process improvement in a technology organization.
  • Extensive experience with IT Service Management tools (ITSM).
  • Comprehensive background in measurements of IT services, deliverables and inputs and the ability to employ data-driven techniques to analyze and interpret data.
  • Proven ability to successfully drive initiatives and manage conflicts with a high degree of diplomacy. The position must have the ability to successfully interact with end users of all levels, including Executive Leadership and their Administrative Staff. The ability to effectively communicate, both oral and written, is essential to this role.
  • Broad understanding of all aspects of applications and infrastructure components:
    • Performing proactive and tactical assessments in enterprise desktop PC hardware and software (Win10/Linux)
    • Application administration and configuration in the following or equivalent products and technologies:
      • Cisco/Avaya softphone and IP telephony call management systems
      • MS Office, MS Outlook, Skype, MS SharePoint 2013, OneDrive
      • Windows Active Directory schema (Domain, User, Computer and Group Access controls)
    • Comprehensive understanding of enterprise network architecture, including OSI model and relevant cybersecurity methods/DoD encryption standards
    • Understanding of enterprise IT security architectures, tools & applications (endpoint protection, PKI), and policy.
    • A solid technical understanding of and experience supporting enterprise mobile communications environments and technologies: 4G LTE/WPA2, iOS, and Mobile Iron
    • Familiarity with Video Teleconference hardware and underlying software (Polycom Real Presence, Skype)
  • Must be a US Citizen with ability to obtain a TSS/CI security clearance. An existing security clearance is desired but not required. Qualified applicants may be subject to a security investigation and must meet minimum qualifications for access to classified information.

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.

Desired Skills:

  • Existing TS/SCI with current SSBI
  • Understanding of 6 Sigma Specialist (or greater) Certified
  • ITIL Foundation Certified
  • Hands on Desktop PC and mobile device (iPhone/iPad) support
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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.