IT Service Management ITSM Analyst
IT Service Management ITSM Analyst
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The IT Service Management (ITSM) Analyst will support the Chief IT Customer Solutions Officer for a government client defining current IT services and promoting continual improvement. This role focuses on understanding processes identifying improvement opportunities and implementing solutions for high customer satisfaction across various IT service aspects.
Work Arrangement:
- 3 days onsite in Washington DC
- 2 days remote.
Responsibilities:
- Oversee and optimize ITSM processes.
- Define and evolve stakeholder expectations.
- Translate expectations into measurable criteria (SLOs SLAs KPIs metrics).
- Gather and analyze data for performance insights and decision making.
- Conduct SWOT/GAP analysis for process improvement.
- Ensure adherence to ITIL best practices.
- Generate reports and dashboards for performance insights.
- Maintain comprehensive ITSM process documentation.
- Facilitate communication of success criteria and challenges.
- Build strong relationships with service teams for daytoday support insights.
Requirements
Bachelor s degree in a related field with 5 years IT service leadership experience or equivalent work experience.
- Knowledge of ITSM processes tools and best practices.
- Experience in coordinating and optimizing ITSM processes.
- Familiarity with quality/change management methodologies (Six Sigma ISO COBIT Kaizen).
- Experience with SLOs SLAs and performance metrics.
- Experience with IT support systems like ServiceNow SCCM Help Desk ACD Active Directory and inventory tools like BigFix.
- Ability to perform shortterm analysis in MS Excel.
- Experience leading Problem Management and conducting Root Cause Analyses (RCAs).
- Familiarity with reporting tools like Microsoft Power BI Crystal Reports.
- Strong analytical and communication skills.
Preferred Qualifications:
- ITIL training or certification focusing on ITSM.
Benefits
Join Our Team If you are a passionate and dedicated Information Technology professional looking to make a significant impact we encourage you to apply.
COMPANY INFORMATION:
We are a professional services consulting firm located in Tysons Corner VA. We are staffing for our direct and customer hiring needs.
We offer comprehensive benefits including medical dental vision insurances HSA FSA 401(k) and life insurance and disability insurance to eligible employees. Exempt personnel receive paid time off. Contracted and Hourly personnel are not eligible for paid time off unless required by law. Hourly personnel on a Service Contract Act project are eligible for paid sick leave.
We comply with Equal Opportunity and do not discriminate based on race color religion sex age national origin gender identity disability veteran status sexual orientation or any other classification protected by federal state or local law.
Employment Type
Full Time
