Incident & Problem Management Lead

Job Number: R0224245

Incident & Problem Management Lead

The Opportunity:

You know that true progress is made at the intersection of business and tech, and as an IT business analyst, you can develop your skills in both. Here, you'll have the chance to work with an Agile team as they develop digital products to support your clients' most pressing missions. We're looking for someone like you to help propel business analytics and processes forward, as well as delve into technology trends to deliver user-friendly client experiences.

We are looking for a decisive and service-oriented Incident & Problem Management Lead to take ownership of and enhance our organization's response and recovery capabilities. This dual role is responsible for overseeing the entire lifecycle of both Incident Management and Problem Management, ensuring quick resolution of service disruptions and the long-term elimination of root causes.

As the primary authority for operational stability, you will spearhead the development of integrated processes, facilitate cross-functional coordination, and promote continuous improvement within the IT service environment. You will collaborate with the Service Management Office ( SMO ) to align incident and problem management practices with business priorities, governance standards, and performance objectives.

As an IT business analyst, you'll work to develop leading-edge systems and processes. Working with your team of technologists, mission SMEs, and technical support analysts, you'll identify clients' business needs, gather user requirements, and develop or maintain ITSM processes. You'll understand the overall direction and nuanced user needs clearly, and you'll guide your team as they fulfill these needs by creating deployable features. Together, you'll deliver high business value products to our international clients.

Work with us to make an impact by keeping the warfighter safe and supporting national security.

Join us. The world can't wait.

You Have:

• 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA
• 5+ years of experience designing and implementing incident and problem management frameworks
• 5+ years of experience monitoring and reporting against SLAs and KPIs
• 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence
• Secret clearance
• Master's degree and 10+ years of experience in IT Service Management with direct responsibility for incident and problem management functions, or 18+ years of experience in IT Service Management with direct responsibility for incident and problem management functions in lieu of a degree

Nice If You Have:

• Knowledge of ITIL, Agile, and DevOps methodologies
• Ability to prioritize and lead in dynamic, high-pressure environments
• Ability to facilitate collaborative problem-solving across both technical and business domains
• Possession of excellent customer-centric and effective stakeholder e nga gement skills
• Possession of excellent analytical, organizational, and decision-making skills
• PMP Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information ; Secret clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $77,500.00 to $176,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Work Model

Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.