IT Service Management Business Analyst

4 days ago

Chandler, Arizona, United States Sev1Tech Full time
Job Title: IT Service Management Business Analyst

Sev1Tech is seeking an experienced IT Service Management (ITSM) Business Analyst to join our Network Operations Security Center (NOSC) team. The successful candidate will work closely with our Program Management Office (PMO) to drive process improvement and ensure alignment with ITIL v4 and the NIST Cyber Security Framework.

Key Responsibilities:
  • Develop and maintain the IT Service Management Process Register and Process Map
  • Lead the review of current program operations and identify areas for improvement
  • Oversee the development of doctrine and documentation, including the IT Service Management Process Register and Process Map
  • Guide the collection and analysis of requirements for an ITSM system to track service delivery performance
  • Establish a Continuous Service Improvement Program (CSIP)
  • Develop and maintain Standard Operating Procedures (SOPs) 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
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, Cyber Security, or equivalent education required
  • At least 6 years of professional IT experience, with experience assessing business and technical operations processes and procedures
  • Experience identifying areas for improvement and supporting their implementation
  • Application of ITSM and ITIL frameworks and best practices
  • Experience with an ITSM tool, such as 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
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

Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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