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IT Service Management Analyst

2 months ago

Washington, United States Sev1Tech Full time
Position Overview

Sev1Tech is seeking an IT Service Management (ITSM) Analyst to become a vital part of our Network Operations Security Center (NOSC) team, contributing to the support of network and security operations. The ITSM Analyst will work in close collaboration with the Program Management Office (PMO) to enhance program effectiveness.

Key Responsibilities:
  • Facilitating the establishment and growth of a NOSC PMO
  • Evaluating existing program functions and pinpointing areas for enhancement
  • Aligning services and workflows with ITIL v4 and the NIST Cyber Security Framework
  • Assisting in the creation of documentation and doctrine, including an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and Continuous Service Plan (CSP) Implementation Plan
  • Gathering and assessing requirements for an ITSM system to monitor service delivery performance
  • Implementing a Continuous Service Improvement Program (CSIP)
  • Formulating Standard Operating Procedures (SOPs) that integrate cybersecurity and network management practices
  • Contributing to the establishment of performance and investment metrics for evaluating staffing, policy, procedure efficiency, costs, and infrastructure
  • Supporting the analysis and design of a comprehensive Knowledge Management repository
  • Developing governance, usage, and maintenance protocols for the Knowledge Management repository
  • Creating an SOP for responding to inquiries from customers and contractors
  • Undertaking additional responsibilities as required
Minimum Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Cyber Security, or a related field
  • Two years of experience in the federal IT services contracting sector
  • Background in IT infrastructure operations and engineering contracts
  • Experience in assessing business and technical operations processes and procedures
  • Identifying areas for improvement and assisting in their implementation
  • Familiarity with ITSM and ITIL frameworks
  • Experience with ITSM tools, such as ServiceNow
  • Conducting requirements analysis
  • Creating, revising, and maintaining documentation, including SOPs
  • High-level understanding of networking and cybersecurity
  • Effective communication skills with customers and contractor operations and engineering teams
  • Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and Visio
  • Clearance Requirement: Public Trust clearance or higher, preferably with the Department of Homeland Security (DHS) or Customs & Border Protection (CBP)
Desired Qualifications:
  • Prior experience with DHS
  • Experience in a PMO environment
  • Recent ITIL and ServiceNow certifications
  • Background in Network Operations Center (NOC) or IT Operations
  • Secret or Top Secret Security Clearance
About Sev1Tech LLC

Founded in 2010, Sev1Tech specializes in IT, engineering, and program management solutions. Our focus is on delivering essential program and IT support services to critical missions for Federal and Commercial Clients. Our mission is to build better companies, enable effective government, and protect our nation while contributing to the development of better individuals across the country.

Join the Sev1Tech team, where you can achieve significant accomplishments while enjoying a fulfilling and rewarding career path.