IT Service Management Business Analyst

19 hours ago

Washington, Washington, D.C., United States Sev1Tech Full time
Job Title: IT Service Management Business Analyst

Sev1Tech is seeking an IT Service Management (ITSM) Business Analyst to join our Network Operations Security Center (NOSC) team on a program supporting the Department of Homeland Security (DHS)\'s network and security operations.

The ITSM Business Analyst will work as part of a Program Management Office (PMO), but closely collaborate with team members across the program.

Responsibilities:
  • Play a leading role in the stand-up and development of a NOSC PMO
  • Guide and lead the review of current program operations and identification of improvement opportunities
  • Ensure alignment of services and processes to ITIL v4 and the NIST Cyber Security Framework
  • Oversee development of doctrine and documentation, including but not limited to an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and Continuous Service Plan (CSP) Implementation Plan
  • Guide the collection and analysis of requirements for an ITSM system to track service delivery performance
  • Establish a Continuous Service Improvement Program (CSIP)
  • Oversee development of Standard Operating Procedures (SOP)s that integrate cybersecurity and network management procedures.
  • Establish performance and investment metrics for assessing staffing, policy, procedure effectiveness, cost, and infrastructure
  • Lead requirements analysis and design for a comprehensive Knowledge Management repository
  • Lead development of Knowledge Management repository governance, usage, and maintenance
  • Oversee 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 Six (6) years of professional IT experience can be considered in lieu of a degree
  • Six (6 plus) years in the federal IT services contracting industry
  • Four (4 plus) 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
  • Application of ITSM and ITIL frameworks and best practices
  • Experience with an ITSM tool - e.g., ServiceNow
  • Experience creating, revising, updating, and maintaining documentation such as SOPs
  • Ability to lead and facilitate meetings with government and contractor stakeholders
  • Understanding of networking and cyber security operations
  • Experience spearheading and performing requirements analysis
  • Experience developing and using frameworks and aids to elicit requirements and assess processes
  • 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 including senior management
Clearance Requirement:

Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred

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