Senior ITIL Support Specialist

3 weeks ago

Sierra Vista, Arizona, United States Computer World Services (CWS)Corporation Full time
Job Description

Computer World Services, Corporation (CWS) is seeking a highly skilled ITIL Support Senior to join our team in the US Army Regional Cyber Center - Continental United States (RCC-CONUS) program. As a key member of our team, you will be responsible for providing non-personal Information Technology (IT) Services and support requirements for the RCC-CONUS.

The RCC-CONUS operates, manages, and defends the Army's NIPRNet and Secure Internet Protocol Router Network (SIPRNet) CONUS portion of the GIG, and the NIPRNet and SIPRNet DoDIN-A. Our team responds to the Theater Combatant Commanders, the ARCYBER, and the Army Cyber Command's Army Cyberspace Operations and Integration Center (ACOIC), which operates the GIG in support of Department of Defense (DoD) operations around the world.

As an ITIL Support Senior, you will set policies and practices for implementing, delivering, and managing IT services for end users in a way that meet the stated needs of end users and the stated goals of the business. You will execute tasks and projects relevant to subject matter, reduce issues to practical recommended options, explain recommendations to decision-makers in terms that permit decisions, and perform studies and analyses on subjects within the technical scope of work.

Key Responsibilities:
  • Responsible for utilizing ITSM and its process-based approach to design, plan, deliver, operate, and manage IT services provided by the RCC-CONUS to its customers.
  • Adhere to industry best practices where possible to improve and/or expand the existing ITIL processes in its process-based approach to design, plan, deliver, operate, and maintain IT services provided by the RCC-CONUS to its customers.
  • Incorporate CPI/CSI as key tenants underlying IT service management within the RCC-CONUS.
  • Evaluate the effectiveness and efficiency of processes internal to the RCC-CONUS that are utilized to manage the quality of services delivered to our customers monthly.
  • Evaluate the quality of services delivered based upon established KPIs, metrics, and industry standards and trending to learn from past successes and failures to continually improve the quality of services delivered to our customers.
  • Offers innovative solutions that meet customers' needs while remaining cost-effective.
  • Ensures transitioning of applications in Development to Maintenance is done effectively with thorough analysis of impact of changes to operational processes and standards.
  • Ensures effective and efficient day-to-day operation with adherence to Request, Incident, Problem, and Change Management processes and procedures within timeframes set by severity levels engaging various IT partners as required.

Requirements

ITIL v3/2011 Expert Certificate or higher
Secret clearance
US Citizen or permanent resident

What We Offer

Computer World Services is an affirmative action and equal employment opportunity employer. We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that individuals with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at 314.952.5138 or

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