SRA International, Inc., A CSRA Company Senior Problem Manager/Business Process Analyst in Bethesda, Maryland

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


No Suitability Required

Job Family:

Information Technology

Job Description:

Job Description

CSRA has an opportunity for a Problem Manager / Business Process Analyst to support the National Institutes of Health (NIH) IT Operations. Strong facilitation and communication skills are required to effectively transition all project stakeholder groups from project awareness to project buy-in/adoption. In this role, you will manage IT related problems, investigate and report root cause.

  • Manage Risk Critically and Risk Acceptance Process

  • Assist with Configuration Management Implementation, Release Management Implementation, Operational Readiness Review Implementation

  • Create and send IT Operations daily reports; and lead the daily operations review meetings

  • Investigate High, Critical, VIP tickets

  • Update problem management status for management status reports

  • Investigate and document all X-Matter Alerts from previous day that have unknown causes

  • Manage Life Cycle of all Problem Records (Outage based and Tracking)

  • Perform Root Cause Analysis on Outages and events

  • Create and manage Action Items resulting from outages and/or Problem Records

  • Run and Manage Numerous Problem Management related reports

  • Actively work to fine tune Problem Management Module in ServiceNow and test changes in development environment

  • Serve as back-up for Change Management including participation in Technical Review Board and Change Review Board

  • Provide support and assistance to other Operations team members including participate in weekly Lead meetings

  • Required:

  • Bachelor of Science degree or 3+ years of relevant experience (or equivalent combination of education and experience)

  • ITIL Foundations certification

  • Problem management, business process analysis, and/or business process re-engineering experience and Change management experience

  • Experience delivering/facilitating customer meetings and presentations Competencies:

  • Strong verbal and written communications skills are required

  • Excellent analytical and problem solving skills

  • Excellent interpersonal skills to interact with customers and team members

  • Excellent leadership and organizational skills

  • Desired:

  • Experience in developing and delivering end-user training is preferred

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Some Telecommuting Allowed

Work Location:

USA MD Bethesda - 6555 Rock Spring Dr (MDC097)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.