Problem Manager / Technical Writer

Location: Alexandria, Virginia, United States; hybrid position

Salary: $90,000–$112,000 annually

Company

hirify.global delivers IT services and technology solutions that support government agencies and improve public-sector operations.

What you will do

• Lead enterprise Problem Management for recurring and high-impact incidents, including Problem Review Boards, the enterprise Problem Register, and resolution tracking.
• Coordinate Root Cause Analysis documentation after major incidents and validate technical inputs from network, systems, cybersecurity, engineering, application, and infrastructure teams.
• Produce Major Incident Reports, Situation Reports, After Action Reports, operational summaries, and other executive-level contract deliverables.
• Translate complex technical findings into concise, standardized documentation aligned with organizational policies and quality requirements.
• Analyze operational metrics, incident trends, and service data to create dashboards, scorecards, and recurring leadership reports.
• Support Continual Service Improvement and maintain Problem Management policies, procedures, templates, and knowledge articles.

Requirements

• High school education with 9+ years of experience or equivalent experience.
• At least 5 years of experience in IT operations, systems or network administration, service management, technical writing, or a related technical field.
• Experience performing or coordinating Root Cause Analysis and developing technical or executive-level reports.
• DoD 8570 IAT Level II or higher certification, such as Security+ CE, CySA+, or an equivalent vendor certification.
• Active Secret Clearance required.
• Knowledge of Windows, enterprise networking fundamentals, virtualization, monitoring platforms, and IT Service Management processes, along with strong analytical and communication skills.

Nice to have

• ITIL 4 Foundation certification; ITIL CDS, DPI, or Managing Professional certifications are preferred.
• Experience with enterprise Problem Management, federal government contracts, executive operational reporting, or U.S. Coast Guard, Department of Homeland Security, Department of Defense, or federal civilian environments.
• Experience with ServiceNow, BMC Helix, SolarWinds, Splunk, Microsoft Power BI, or similar platforms.
• Familiarity with knowledge management frameworks and continual service improvement methodologies.

Culture & Benefits

• Collaborative work environment focused on meaningful government IT services.
• Flexible work environment.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Employee Assistance Program, corporate discounts, pet insurance, referral bonuses, and internal mobility opportunities.

Hiring process

• Virtual video interview with the hiring manager and/or team; the camera must be on and a valid photo ID must be presented.
• Enhanced biometric identity verification and background screening, including criminal history, education, and employment verification.