BASIC QUALIFICATIONS:

• Must have a full DoD Secret Clearance at start.
• BS degree and 12 – 15 years of prior relevant experience or Masters with 10 – 13 years of prior relevant experience. May possess a Doctorate in technical domain. Additional years of experience may be substituted for degree.
• Experience in IT Service Management (ITSM) – Prior experience in problem management, incident management, or IT operations.
• Analytical & Troubleshooting Skills – Ability to conduct root cause analysis and implement long-term solutions.
• Technical Proficiency – Familiarity with IT infrastructure, networking, and enterprise systems.
• Process Improvement Expertise – Experience in optimizing IT workflows and reducing recurring issues.
• Use of ITSM Tools – Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.

PREFERRED QUALIFICATIONS:

• Two years of experience in quality assurance and/or process improvement.
• ITIL certification is highly preferred.
• Knowledge of ITIL Framework – Understanding of ITIL best practices, particularly problem and incident management processes.
• Strong organizational skills
• Strong written and oral communications skills
• Communication & Stakeholder Management – ability to coordinate with IT teams, leadership, and external vendors.
  Come break things (in a good way). Then build them smarter.
  We’re the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

• Works with units and organizations external to the Air Force District of Washington (AFDW) to test interoperability and integration for new or changed IT services
• Ensure systems integration across the AFDW through technical interoperability testing
• Coordinate with AFDW A6 on enterprise IT solutions and how to integrate them into AFDW operations
• Conduct Incident Trend Monitoring – Track patterns in IT failures and service disruptions to proactively address potential problems.
• Perform Root Cause Analysis (RCA) – Conduct thorough investigations to determine underlying causes of IT issues.
• Perform Problem Resolution Coordination – Work with IT teams to implement long-term solutions rather than temporary fixes.
• Conduct Knowledge Management Actions – Document known errors and solutions to improve future troubleshooting efficiency.
• Change Management Collaboration – Ensure problem resolutions align with ITIL change management processes.
• Stakeholder Communication – Provide updates to leadership and affected teams on problem resolution progress.
• Enhance Continuous Service Improvement – Develop strategies to enhance IT service stability and minimize disruptions.