General Dynamics Information Technology Incident Analyst - IT Service Management/ITIL in Falls Church, Virginia

Job Description

General Dynamics Information Technology – Health and Civilian Solutions Division is currently looking for an Incident Administrator – IT Service Management/ITIL to support our customer at DHA – Solution Deliver Division. This position in Falls Church, Virginia

The qualified individual will be responsible for Incident Management ensuring that all incidents are identified, triaged, and resolved. He/She will need to be responsible for managing the volume of Tier 3 tickets for end user problems. Additionally, this position will be responsible for ensuring that all root cause analysis is documented in a clear and concise manner.


  • Provides troubleshooting support for application user tickets, including testing and seeking workarounds for user's issues

  • Monitor Incidents and Requests and assign them as appropriate to Tier 3 engineers

  • Act as a primary point of contact for all incidents and problem investigations

  • Work with team and other App Support team members to drive closure of incident tickets and perform follow-up actions identified through incident and problem management

  • Participate in regular reviews with the team to go over the status of incident tickets and liaise with other teams involved in resolving the issues

  • Writes technical documentation for the Application for multiple audiences

  • Tests the application after deployments

  • Perform other duties as assigned


  • Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical training or work experience.


  • 5-8 years of related quality assurance experience.

Customer Requirements:

  • 5+ years of experience working as an Incident/Problem manager in IT infrastructure & Operations environment

  • 3 – 4 years of relevant experience as a Major incident manager

  • Familiarity with ITIL v3 procedures, specifically Incident Management

  • Familiarity with Remedy Ticketing system (or equivalent) and ticket management procedures

  • Good written and oral communication & interpersonal skills

  • Good Customer Service skills (separate from Help Desk Tech support skills)

  • Experience working directly with Users and interfacing between various departments and projects

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For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.




Requisition ID 2018-40867

of Openings 2

Job Location USA-VA-Falls Church

Job Function Information Technology

Security Clearance Level None

Full/Part Time Full Time