IT Service Management Business Analyst

4 weeks ago


Chandler, Arizona, United States Sev1Tech Full time

About the Role:

We are seeking an IT Service Management (ITSM) Business Analyst to join our team at Sev1Tech. As an ITSM Business Analyst, you will work closely with our Network Operations Security Center (NOSC) team to support the Department of Homeland Security (DHS) network and security operations.

Key Responsibilities:

  • Support the stand-up and development of a NOSC Program Management Office (PMO)
  • Review current program operations and identify improvement opportunities
  • Align services and processes to ITIL v4 and the NIST Cyber Security Framework
  • Develop doctrine and documentation, including an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and Continuous Service Plan (CSP) Implementation Plan
  • Collect and analyze requirements for an ITSM system to track service delivery performance
  • Establish a Continuous Service Improvement Program (CSIP)
  • Support development of Standard Operating Procedures (SOPs) that integrate cybersecurity and network management procedures
  • Contribute to the establishment of performance and investment metrics for assessing staffing, policy, procedure effectiveness, cost, and infrastructure
  • Support requirements analysis and design for a comprehensive Knowledge Management repository
  • Support development of Knowledge Management repository governance, usage, and maintenance
  • Support development of an SOP for responding to customer and contractor data calls

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Cyber Security, or equivalent education required; additional two (2) years of professional IT experience can be considered in lieu of a degree
  • Two (2+) years in the federal IT services contracting industry
  • Experience on an IT infrastructure operations and engineering contract
  • Experience assessing business and technical operations processes and procedures
  • Experience identifying areas for improvements and supporting their implementation
  • Knowledge of ITSM and ITIL
  • Experience with an ITSM tool - e.g., ServiceNow
  • Experience performing requirements analysis
  • Experience creating, revising, updating, and maintaining documentation such as SOPs
  • High-level understanding of networking and cyber security
  • Ability to work effectively with customers as well as contractor operations and engineering staff
  • Proficiency with Microsoft products such as Excel, PowerPoint, Word, and Visio
  • Ability to communicate clearly and effectively with customers
  • Ability to obtain a Public Trust clearance

Desired Qualifications:

  • Previous DHS experience
  • PMO experience
  • ITIL certification
  • ServiceNow Certification
  • Previous Network Operations Center (NOC) or IT Operations experience
  • Secret or Top Secret Security Clearance

About Sev1Tech:

Sev1Tech provides IT, engineering, and program management solutions delivery. We focus on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies. Enable better government. Protect our nation. Build better humans across the country.



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