IT Service Management Analyst

2 months ago


Chantilly, Virginia, United States General Dynamics Information Technology Full time

Job Summary:

We are seeking an ITSM Incident Management Specialist to join our team at General Dynamics Information Technology. As an ITSM Incident Management Specialist, you will be responsible for leveraging ITIL practices and ServiceNow to ensure efficient resolution of IT incidents.

Key Responsibilities:

  • Triage, prioritize, and manage incident and change tickets, ensuring quality and timely resolution.
  • Monitor IT systems, networks, servers, and applications to identify and resolve issues proactively.
  • Work closely with Incident Managers and cross-functional teams to address and resolve incidents, ensuring effective communication.
  • Develop and refine Incident Management and monitoring procedures, driving continuous improvement.
  • Document incidents and solutions clearly; escalate critical incidents as needed.
  • Analyze trends in alerts and performance to prevent future incidents.

Requirements:

  • Proficient in ITIL frameworks and ServiceNow or equivalent ITSM application.
  • 3+ years in systems administration, preferably in government or intelligence sectors.
  • Strong analytical, problem-solving, and communication skills.
  • Willingness to work flexible shifts to cover 24/7 operations.

Preferred Qualifications:

  • CompTIA Security+ certification.
  • BA/BS in Information Technology, Computer Science, or a related field (or equivalent experience).

What We Offer:

  • Competitive salary and benefits package.
  • Opportunity to work with cutting-edge technologies and gain experience in a dynamic IT environment.
  • Continuous learning and professional development opportunities.
  • Collaborative and inclusive work culture.
  • Contribution to critical business operations and the chance to make a significant impact.

About Us:

  • General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services to every major agency across the U.S. government, defense, and intelligence community.
  • We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber, and application development.

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