DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com| Careers | Twitter | LinkedIn |Facebook 

We are seeking a proactive and skilled Problem Analyst to join our dynamic team. As an Problem Analyst, you will be responsible for managing and resolving IT problems using ServiceNow. Your primary goal will be to ensuring that problems are resolved promptly and effectively while ensuring minimal disruption to business operations. The specialist will coordinate with various IT teams, manage communication with stakeholders, and implement strategies to prevent future incidents. In addition to problem management, the role requires the ability to analyze data, identify trends, and provide actionable insights to improve our IT services.  The ideal candidate will have a strong understanding of ITIL best practices, excellent problem-solving skills, and the ability to work in a fast-paced environment with a demanding customer.

Responsibilities:

- Lead the problem management process, including identifying, analyzing, and resolving recurring issues.

- Utilize ServiceNow platform to log, prioritize, track, and resolve incidents and problems.

- Investigate and diagnose incidents to restore normal service operation as quickly as possible.

- Perform root cause analysis (RCA) and trend analysis to identify patterns and prevent future incidents.

- Utilize data analytics tools to gather and analyze data from various sources, providing actionable insights to improve IT services.

- Collaborate with cross-functional teams, including incident management, change management, and IT operations, to ensure timely resolution of problems.

- Develop and maintain problem management documentation, including known error databases, problem reports, and RCA documentation.

- Create and present detailed reports on problem trends, impacts, and resolution progress to management and stakeholders.

- Drive continuous improvement initiatives by analyzing incident and problem data, identifying gaps, and recommending solutions.

- Ensure compliance with ITIL best practices and contribute to the enhancement of problem management processes.

Requirements:

- Bachelor’s degree in Information Technology, Computer Science, Data Analytics, or a related field, or equivalent experience.

- ITIL 4 Foundation Certification (Foundation level or higher) is required.

- Proven experience as a Problem Analyst Specialist or in a similar role within IT service management.

- Strong data analytics skills, with experience using tools such as Excel, SQL, Power BI, or similar platforms.

- Proficiency in data visualization and reporting to communicate complex data insights effectively.

- In-depth understanding of ITIL frameworks, particularly in problem management, incident management, and change management.

- Strong problem-solving and analytical thinking abilities, with a focus on root cause analysis and preventive action.

- Collaborate with technical teams and stakeholders to ensure timely resolution of incidents and implementation of permanent fixes.

- Excellent communication and interpersonal skills, with the ability to work collaboratively across teams.

- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) is a plus.

- Ability to prioritize and manage multiple incidents and problems effectively

- Additional ITIL certifications (e.g., ITIL Practitioner, ITIL Service Operation) are a plus.

Preferred Qualifications:

- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.

- Advanced ITIL certifications (e.g., ITIL Expert).

- Excellent analytical and problem-solving skills with a keen attention to detail.

- Experience with machine learning or predictive analytics techniques.

- Familiarity with cloud computing environments and related problem management challenges.

- Strong understanding of IT infrastructure components (networks, servers, databases, etc.) and their interdependencies

Location: Arlington, VA

Physical Requirements:  N/A

US Citizenship Required

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help met various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience
• Development – Annual Performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
• Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options
  

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

#LI-JS3

***************** No Agencies Please *****************