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IT Service Management Systems Specialist

2 months ago

Chantilly, Virginia, United States SAIC Full time
Job OverviewPosition Summary

ROLE DESCRIPTION:

SAIC is seeking a qualified Information Technology (IT) Service Management (ITSM) Systems Specialist with expertise in the ITIL domains, including Service Strategy, Service Design, Service Transition, and Service Operation. The ideal candidate will possess a comprehensive understanding of the ITIL Framework to lead process enhancement initiatives, identify service gaps, and develop frameworks to elevate service delivery standards. While the current focus is on ITIL v3, the successful applicant will assist in guiding the organization towards an ITIL 4 framework. As the operational landscape shifts, candidates will need to strategically evaluate the organization's vision to identify opportunities for enhancing service delivery quality. Strong verbal and written communication skills are essential for documenting and conveying clear delivery insights across multiple concurrent tasks.

In the role of a SETA advisor, candidates will be expected to provide insightful judgment and counsel the organization on various program initiatives. The successful candidate will generate recommendations and deliverables that are thorough, actionable, and aligned with the organization's goals. US Citizenship is a requirement. An active Top Secret/Sensitive Compartmented Information (TS/SCI) clearance with Poly is mandatory to commence employment and must be sustained.

KEY RESPONSIBILITIES:

The successful candidate will engage within a team to define, manage, and enhance the ITIL sub-processes, including:

• Release and Deployment Management, encompassing hardware and software release planning and readiness assessments

• Service Validation and Testing, which includes verifying test management plans, entry and exit criteria, and deficiency reporting

• Change Evaluation, focusing on understanding the intended and unintended consequences of proposed changes, as well as evaluating predicted versus actual performance

• Event Management, assessing when events escalate to incidents or problems

• Strategic Assessment, analyzing internal and external factors, establishing service objectives, aligning services with customer expectations, and prioritizing investments

• Product Development, such as creating Service Level Requirements (SLRs), Service Level Agreements (SLAs), Operational/Organizational Level Agreements (OLAs), Customer Satisfaction Reports, and framework templates

• Service Level Management, which includes drafting and negotiating SLAs with service providers, reviewing and reporting on service threshold achievements and objectives

QUALIFICATIONS:

ESSENTIAL REQUIREMENTS:
  • Must be a US Citizen
  • Bachelor's degree in a STEM field with five (5) years or more of relevant experience; Master's degree with three (3) years or more of experience; PhD with no related experience. *Relevant work experience may be considered in lieu of a degree
  • ITIL v3 or v4 certifications are advantageous but not mandatory
  • Certification as a Program Management Professional (PMP) is beneficial but not required
  • Experience with the Scaled Agile Framework for enterprises (SAFe) is a plus but not essential
  • Must possess and maintain a Top Secret/Sensitive Compartmented Information (TS/SCI) clearance with Poly

SAIC welcomes applications on an ongoing basis without a specific deadline.

Covid Policy: SAIC does not mandate COVID-19 vaccinations or boosters. Customer site vaccination requirements must be adhered to when work is conducted at a customer location.