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Helpdesk Support - RCA
Ref No.: 17-06809
Location: Windsor Mill, Maryland
Help Desk resource with experience specifically in conducting Root Cause Analysis of incidents.

Job Description
Requires good understanding of the life cycle for Root Cause Analysis (RCA). Understands the Production support and Incident / Problem management process. Provide expertise in writing and reviewing RCA and assist team members in completing the RCA. Coordinate the RCA process with internal team members and work with the customer to obtain their approval.
  • Serves as a primary point of contact to responsible for coordinating root cause Analysis (RCA) for all appropriate incidents.
  • Coordinates with production support, hosting, technical and functional teams to create RCA.
  • Follow up with team members to make sure RCA are completed on time.
  • Provides a Quality Assurance review on all RCA.
  • Facilitates internal review meetings to review RCA with key team members, and to confirm any required actions items as a follow up.
  • Submits completed RCA to customer for review.
  • Facilitates Customer RCA review meetings, and request for customer acceptance of RCA.
  • Follow up with team on any feedback from Customer on RCA
  • Tracks action items from any RCA and provides updates to customer.
  • Maintains status of all RCA and report status to management and the customer.
  • Maintains Root cause analysis Standard Operation Procedures, and Root Cause Documents.
  • Works with ServiceNow tools team for enhancements to Incident / Problem to track RCA.
  • Train internal staff on RCA process and procedures.

Preferred experience
  • Experience in a Federal environment
  • HIGLAS Knowledge/experience
  • Knowledge of ServiceNow Incident and Problem Management