IT Analyst II

2 months ago

Alexandria, United States Akima Full time

Overview

RiverTech, an Akima company, is not just another federal professional solutions contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we

support our shareholder communities in Alaska.

As a RiverTech employee, you will be surrounded by a challenging, yet supportive work environment that iscommitted to innovation and diversity, two of our most important values. You will also have access to our

comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Job Summary:

Manage the work-orders and cataloging within REMEDY BMC version 9 Information Technology Service Management (ITSM) process. Controls planning and execution of the process tasks, activities, and resources to assure established cost, time, and quality goals are met. Responsible for properly applying general ITSM knowledge, skills, tools and techniques to deliverables, processes and systems that meet or exceed stakeholder needs and expectations. Operates within defined parameters using Joint Service Provider’s ITSM methodology in accomplishing goals.

Job Responsibilities:

  • Build and Deployment:

  • Support day-to-day operations of the build and deployment team, including request intake, issue resolution and release coverage. Support the implementation of automated/continuous build, deploy and release processes using integrated tools in the Remedy BMC ITSM system.

  • New/modify build and deployment setup, release support, etc. Issue Management and support of value streams. ID and Access Management support. Provides analysis and support for batch job issues, changes and modernization efforts when needed.

  • Release Management:

  • May assist Release Management members during monthly releases in a variety of capacities.

  • Confirms request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate.

  • Incident Management: Ensures data quality of incident tickets through daily review and ensures tickets are updated and closed in a timely manner.

  • Holds support areas accountable for ticket updates.

  • Helps conduct post-implementation change incident review analysis and process audits.

  • Production Support: Ensures communication of incidents occurs according to agree upon Service Level Agreements (SLAs).

  • Drive incident escalation per defined best practices.

  • On-call responsibilities shared with teammates.

  • Problem Management:

  • Analyzes Incidents/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services.

  • Helps review resolved problems for permanent solutions and potential future problems.

  • Change Management: May assist in developing change management policy and process recommendations.

  • Assists developing instructions and training in support of change management.

  • Configuration Management: Maintains records of Configurations Items and assists in the development of configuration plans.

  • Service Request Management: Works with service owners to help drive process correction and participates in the creation of new processes.

  • Works with appropriate partners to ensure that requests are created and delivered.

  • Identifies and clarifies requirements for implementation - confirms proper implementation. Input/submit Service Requests, Project Records, Change Controls, and Work Orders to support various internal services.

Qualifications

Minimum Qualifications:

General Qualifications:

  • Consistently produce accurate and timely work.

  • Organization and time management skills; the ability to prioritize workload.

  • Effective oral and written communication skills, alongside supporting phone, email and in-person communications.

  • A professional appearance and demeanor.

  • Flexibility to meet required deadlines with short notice.

  • Advanced level Excel skills required and thorough knowledge of Microsoft Office applications.

  • Work directly with company principals to monitor, forecast and report ongoing projected requirements.

  • Reporting & Programming: Moderate report development experience, review and presentation in the areas of incident, problem, monitoring & alerting, and build/deploy. Potential involvement in assisting/leading automation development and/or programming features.

  • Special projects as needed.

  • Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

  • Puts success of team above own interests.

  • Planning & Project Management:

  • Able to set appropriate goals and prioritize tasks.

  • Able to complete tasks within the time allocated to accomplish results.

  • Able to accurately evaluate and estimate new tasks.

Minimum Qualifications

  • One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role preferred.

  • One year of experience in Technology or IT Service Management role required.

  • Programming/reporting experience would be a plus.

  • Ticketing and work tracking with such tools as BMC Remedy

  • Moderate familiarity and prior experience with tools such as, SQL, .Net, AWS, Splunk, Remedy, Sharepoint, etc.

  • US Citizen with ability to obtain a Secret clearance.

Education:

  • Bachelor of Arts (Preferred).

  • CompTIA Security+.

  • Certified, Oracle Database Administrator.

  • ITIL V4 certified.

  • Defense Property Accountability System (DPAS) trained and certified (preferred).

Schedule:

  • Full-time, Monday to Friday.

  • No weekends.

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