Job Description

Advanced Systems Design is seeking a Incident and Problem Manager   for our client located in Montgomery, AL .

This position is onsite in Montgomery, AL, and requires in-person availability starting day 1. 

Job Overview:

• Our client is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year “Modularity” project will include working with multiple vendors and may include multiple project methodologies. The project must comply with the Federal standards and regulations such as Medicaid Information Technology Architecture (MITA), CMS Seven Conditions and Standards, Outcomes-Based Certification (OBC), 21st Century Cures Act (Cures Act), Health Information Technology for Economic and Clinical Health Act (HITECH Act). There are four vendors already in the program and two more contracts being actively worked on.
• This role will:
  • Manage incidents within a multi-vendor environment simultaneously. 
  • Serve as subject matter expert and provide training and guidance on the incident management process.
  • Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause.
  • Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment.
  • Assist with defining Production Support procedures and processes.
  • Provide ongoing communication and feedback to management.
  • Manage incidents and service requests ensuring tickets are created, well-documented, and updated appropriately.
  • Verify resolution details are aligned with the Incident process.
  • Work closely with the Release Manager for deployment strategy.
  • Update the incident reporting system with resolution information and liaise with Vendors.
  • Ensure Incident/Problem resolution is proceeding in a timely and efficient manner.

Required Qualifications:

• 2-3 years of work in Incident Management, Problem Resolution, and/or Production Support activities.
• 3-5 years experience in Information Technology or a closely related field, with a focus on incident management, problem management, or service operations.
• ITIL Release Management Methodology
• Strong ITSM Process dept and breadth for Incident management functions
• Incident/Problem management toolsets
• Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery)
• Software development lifecycle
• Advanced leadership and conflict management skills
• Strong problem-solving, critical thinking, and decision-making skills
• Expert knowledge of IT best practices, policies, and regulations
• Ability to translate technical jargon for non-technical audiences.
• Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives
• Active listener
• Industry practices related to Service Management and Lifecycle

Preferred Qualifications:

• Experience with ServiceNow
• Exposure to Agile Methodology
• Experience working in an environment with multi-vendors during system upgrade
• ServiceNow ITSM platform knowledge and experience
• Project management skills, including organization, planning, time management, and prioritization.
• Clear understanding of client/server technology and network architecture
• Operational, Helpdesk or support background
• Leadership and Team Management Skills
• Adaptability and Flexibility
• Time Management and Prioritization

Education Required:

• Bachelor’s degree in computer science or IT-related field

Education Preferred:

• Bachelor’s degree in computer information systems or IT related field with certifications such as: ITIL.

Advanced Systems Design, Inc. is:

• A leading Information Technology provider for Federal, State & Local government agencies.
• A certified minority-owned small business government contractor with capabilities related to Public Health IT, Criminal Justice, Transportation, and Defense.
• A certified service-disabled veteran-owned company with a proud 42-year track record of providing successful innovative solutions for our government customers.
• A drug-free workplace in accordance with the Drug-Free Workplace Act of 1988. 
• Applicants who have a signed offer of employment or contractor agreement are subject to:
  • the pre-employment testing protocol:
    • background investigation
    • drug screening

Our Employees:

• Are actively working on next-generation technology projects with the U.S. Department of Veterans Affairs, CDC, and a wide array of Federal, State, and Local agencies throughout the United States
• Are eligible for wide-ranging benefits and perks, including but not limited to:
  • Comprehensive Health Insurance with PPO and HDHP/HSA options
  • Dental Insurance
  • Vision Insurance
  • Short/Long-Term Disability
  • Group Life Insurance - Company Paid
  • Voluntary Life Insurance
  • 401(k) Plan with Employer Match
  • Paid Time Off (Vacation/Sick)
  • Holiday Pay - Company Paid Federal Holidays
  • Tuition Assistance
  • Professional Certification Incentive Plan
  • Employee Referral Plan
  • Technology Exposure

For additional information regarding Advanced Systems Design, please check out our WEBSITE or click HERE for all current job openings.

Advanced Systems Design is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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