IT Service Management (ITSM) Analyst

Description

Client Solution Architects (CSA) is currently seeking a IT Service Management (ITSM) Analyst to support a program at Dahlgren Naval Base.

For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions.  

This position is contingent upon award. 

How Role will make an impact:

• 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. 

Requirements

What you’ll need to have to join our award-winning team:

• Clearance: Must possess and maintain an active Secret Clearance
• Three (3) 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. 
• This position is required to be designated as IAT II level