ITSM Analyst with Security Clearance

2 weeks ago

Washington, United States Dunhill Professional Search Full time

Job Details ITSM Analyst Full Telework Role US Citizenship Required We have a new exciting telework role opening working with the Department of Energy The ITSM analyst responsible for supporting information gathering, interviews and compiling the assessment of Service Management / Service Desk support required to provide both Request and Incident management in support of the user community support for approximately 8 applications. This position requires an understand of the ITIL fundamentals around work scope and workflow in support of these normal service desk support. * Help in defining the operational metrics used to track and report delivery of services * Understand Tier 1, 2 and 3 areas of responsibility, the normal workflow management, total ticket ownership and monitoring and measuring appliable metrics on service delivery. * Uses qualitative and quantitative analytical skills to assess the effectiveness of project operations. * Maintains project management related documents. Writes, updates, reviews, and submits contract deliverables. * Responsible for the completion of contract deliverables assigned to the team, ensuring that they are accomplished within the prescribed time frame and funding parameters. * Provide data migration plan support for migration of existing user ticket information from the existing legacy application over to Jira. * Adheres to the project schedule and monitors changes in contract plans. Ensures the work scope, schedule and budget are well defined and maintained. * Ensures project teams are following CMMI/AIMM processes, validation points and metrics are being collected, and the project is adhering to CMMI level 3 standards and processes. * Gathers feedback and recommendations for management, and executes changes as directed. * Partners with other team members to guarantee project success and customer satisfaction. Follows up on open actions items to ensure completion. * Supports project management phases such as planning, execution, and result monitoring. * Support interview and research activities associated with assessment of existing tools and processes in place today. Minimum Qualifications * Bachelor's Degree in Business, or related field or equivalent relevant experience. * Working toward a PMP, CAPM or Scrum Master a plus. * 2-5 years of experience working on projects/programs supporting Government Contracts. Other Job Specific Skills * ITIL Foundation certification desired * Experience / exposure to Jira Management Services desired. * Experience / exposure to Service desks or call centers with application support as a component. * Excellent communication skills in working with technical and non-technical staff and the ability to develop and maintain collaborative relationships among all levels of an organization and with customers. * Must be detail-oriented. * Strong organizational and task management skills. Must demonstrate the ability to work under strict deadlines. * Strong qualitative and quantitative analytical skills. Must exhibit good problem-solving and decision making skills. * Must be capable of working in an environment that is demanding, sometimes stressful, and requires independent thinking, sometimes without direct oversight by management. * A polished, professional demeanor with good interpersonal skills. Strong verbal, written, and presentation skills. * Must have strong MS Office, to include Project and SharePoint, skills. * Knowledge of CMMI/AIMM processes and standards preferred. #cjpost

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