IT Service Management Business Analyst

4 weeks ago

Washington, Washington, D.C., United States Sev1Tech Full time
Job Summary

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.

Key Responsibilities
  • Support the stand-up and development of a NOSC PMO
  • Support the review of current program operations and identification of improvement opportunities
  • Support alignment of services and processes to ITIL v4 and the NIST Cyber Security Framework
  • Assist in developing 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
  • Assist in the collection and analysis of requirements for an ITSM system to track service delivery performance
  • Assist in the establishment of a Continuous Service Improvement Program (CSIP)
  • Support development of Standard Operating Procedures (SOP)s 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 plus) 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
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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