IT Problem Management Intern

Leidos is seeking an intern to support the Incident and Problem Management processes within our IT Service Management (ITSM) framework. This position will provide valuable hands-on experience in managing critical ITIL processes including incident and problem management that ensures the stability and reliability of IT services. The intern will play a key role in maintaining and enhancing these processes, working closely with cross-functional teams, and gaining insight into IT operations and continuous improvement practices including assist with identifying underlying IT problems affecting our customers on the ESA V program.   ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others. 

The Problem Management intern will work with all stakeholders to plan and coordinate all activities to identify, monitor, track, and report on major incidents or incidents spanning multiple customers. The Problem Management Intern will work with the Incident and Problem Manager to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. This is an exciting opportunity to get engaged with multiple customers, technology stacks, and applications and to make a real difference in the stability of our customers’ IT environments.

The individual selected for this position should be pursuing a degree in a technical discipline such as engineering or computer science and should have a broad technical background. The candidate should have the ability to multitask and juggle numerous priorities and customers. The ability to jump in and assist the Incident and Problem Manager, and other leaders on the program, with whatever needs to be done will be essential. Excellent written and verbal communication skills will help the intern be successful.

Location: This position may be remote. Periodic visits to various customer offices, mostly within walking distance of the Program Office, are expected.

Primary Responsibilities

Process Management:

   - Assist in overseeing the Incident and Problem Management lifecycle, ensuring adherence to defined ITIL processes.

   - Collaborate with stakeholders to identify areas for improvement in incident and problem resolution processes.

   - Support the maintenance and updating of process documentation and workflows.

Incident Management:

   - Help track and prioritize incidents to ensure timely resolution and compliance with service-level agreements (SLAs).

   - Monitor the effectiveness of incident resolution and identify trends or recurring issues.

   - Participate in incident review meetings to document root cause analysis and lessons learned.

Problem Management:

   - Assist in identifying root causes of recurring incidents and work with teams to implement corrective actions.

   - Support problem investigations, logging, and tracking through to resolution.

   - Collaborate with technical teams to implement permanent solutions that prevent recurrence.

Reporting and Analytics:

   - Generate and analyze reports on incident and problem metrics, identifying trends and key performance indicators (KPIs).

   - Present findings to management and suggest improvements based on data insights.

Collaboration and Communication:

   - Serve as a liaison between IT teams and business units to ensure smooth communication during major incidents or problems.

   - Participate in team meetings to share updates on ongoing incidents, problems, and improvements.

Basic Qualifications

Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 12+ weeks (quicker for candidates who have current clearance).

Required Education & Experience:

• Working towards a Bachelors degree in Computer Science, Engineering or a related field.
• US Citizenship is required.
• Ability to obtain and maintain a public trust clearance.
• Excellent written and verbal communications skills
• Ability to multitask and function in a quick-paced environment.
• Basic understanding of ITSM frameworks, particularly ITIL.
• Proficiency in tools like ServiceNow or similar ITSM platforms.
• Ability to work independently and c