IT Service Management

7 days ago

Fredericksburg, VA, United States Puyenpa Services LLC Full time
The Puyenpa family of companies that are comprised of multiple SBA Certified Native American Tribal 8(a) and multi-certified organizations focused on delivering Information Technology, Management Consulting, and General Construction solutions to the Federal Government along with the Commercial Sector. We are seeking an IT Service Management (ITSM) Analyst to join us on a proposal effort. This role will support designing, implementing, and monitoring IT service management processes and practices within an organization, using frameworks like ITIL and Scrum, to ensure efficient product and service delivery by analyzing operational data, technical data, IT experience data, or any combination of those to identify areas and strategies for improvement.

Work Location: On-site; not remote: Naval Surface Warfare Center, Dahlgren Division (NSWCDD), Dahlgren, VA.

Employment would begin upon contract award

Requirements:
  • Three years of professional experience in relation to designing, implementing, and monitoring IT service management processes and practices within an organization, using frameworks like ITIL and Scrum, to ensure efficient product and service delivery by analyzing operational data, technical data, IT experience data, or any combination of those to identify areas and strategies for improvement.
  • Collaborate with business and technical teams to optimize IT products and services and align them with business objectives. Key duties include generating documentation, monitoring ITSM process and practice performance, assisting with improving the IT experience of our stakeholders by measuring human-centric metrics, reporting on key performance indicators (KPIs) and other metrics, and drive continuous service improvement.
  • Manages the coordination with Service Owners to design new services and enhance existing services. Coordinate with Services Owners to develop and maintain processes and workflows to design and transition services to Operations.
  • Coordinate with Service Owners to define service quality metrics and Service Level Objectives (SLOs) for new and enhanced services.
  • Clearance: Active Secret.
  • Certification: IAT II level with a T3 investigation.
  • Must sign Letter of Intent.

Puyenpa provides a variety of benefits including company-paid health, dental & vision insurance coverage, as well as additional employee-paid health insurance options; company-paid life and disability insurance; 401k retirement savings plan with employer match; 11 company paid holidays per year, and paid time off.

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