Program Analyst

at  DMI

About DMI:
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
About the Opportunity:
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.

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
  Qualifications:
  Location: Arlington, VA
  Physical Requirements: N/A

• 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.