Current Opportunities

Location: Chantilly, VA

Job Description

The Information Technology Service Management (ITSM) Event Process Analyst supports the design, deployment, and operations of IT Infrastructure Event processes. The Event Process Analyst supports the deployment of process and procedures and assists in the IT Infrastructure governance and operations.
  • Supports the planning, design, and implementation of ITSM Event processes
  • Assists with the deployment and transformation of IT infrastructure processes and procedures
  • Provides analysis and support for on-going service delivery, performance, and governance operations
  • Works with key process stakeholders to capture process policies, work instructions, and knowledge expertise
  • Supports monitoring services throughout ITSM process life cycle; verifying adherence to specified process requirements and support quality assurance activities (Monitor)
  • Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization, and/or development efforts for IT processes (CSI)
  • Supports evaluations and quality assessments for proper implementation of processes to meet quality standards
  • Facilitates TEMs and other requirement gathering work sessions
  • Works as a self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of a team

Required Qualifications

  • An Active TS/SCI Clearance with Polygraph
  • Degree or equivalent experience and minimum 3 years of related work experience
  • Working knowledge of the Service Management workflows and ITSM processes
  • Relevant experience as an ITSM Event Process Analyst in programs of similar scope, type, and complexity
  • Good written and communications skills with the ability to clearly document and explain business processes

Desired Qualifications

  • Working knowledge of the Service Management workflows, and ITSM processes
  • Experience with network devices – Be able to read devices and throughputs, ascertain false positive readings, and determine if reported events are actionable vice false-positives
  • ITIL certifications or training
  • Familiarity with ServiceNow, SRS or other ITSM management tools
  • Familiarity with Tableau
Location: Chantilly, VA

Job Description

The Knowledge Management Business Process Administrator supports defining requirements, ensuring stakeholder participation, and ensuring the quality and performance of the Knowledge Management process and activities.
  • Supports the planning, design, and implementation of knowledge processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Supports the development of procedures, work instructions, and templates to support process execution
  • Performs as a self-starter who manages end-to-end efforts working independently as well as within a team environment
  • Leverages knowledge and best practice experience to identify and champion recommendations for improvements opportunities
  • Monitors knowledge processes within the environment and throughout the ITSM process life cycle; validates adherence to specified knowledge process requirements and measurement activities; supports quality assurance activities related to knowledge process
  • Ensures compliance with knowledge specific standards and policies
  • Supports analysis, evaluation, and assessment of knowledge process performance measurements, and briefs results and recommendations to the appropriate level governance forums
  • Conducts quality assessments to validate proper implementation of knowledge processes to meet quality standards
  • Prepares and may briefs reports (Lead back-up as needed) to customers and service providers
  • Works with other areas to perform analyses and troubleshoots issues across knowledge process area
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Delivers high quality work and can adapt to new challenges, either on their own or as part of a team
  • Supports the current knowledge management practice as well as support the design of new knowledge distribution policies and encourage the use of the new practices
  • Analyze the effectiveness of the new knowledge management processes by observing its usage and evaluate its impact in terms of the organizational benefits

Required Qualifications

  • TS/SCI with Poly Required
  • Bachelor’s Degree and/or 1 year of related work experience, and 3+ years of work experience
  • Experience working on a IT Service Management Team writing knowledge articles, and/or experience with ITIL 4 Knowledge Management processes
  • Working knowledge of Service Management workflows and ITSM processes
  • Experience with ITIL and/or training, with ability to obtain ITIL 4 certification within three months of hire
  • Some analysis and reporting skills
  • Strong written and verbal communications skills
  • Able to work collaboratively with a Team to transform ideas and implement appropriate solutions

Desired Qualifications

  • ITIL certifications
  • ServiceNow certification
  • Experience managing projects to meet schedules and milestones
  • Experience in leading large process improvement projects
  • Experience in creating interactive dashboards
Location: Chantilly, VA

Job Description

The Information Technology Service Management (ITSM) Incident Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements.
  • Directs the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Supports the development of procedures, work instructions, and templates to support process execution
  • Performs as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
  • Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
  • Leverage’s knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
  • Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Ensures compliance with process-specific standards and policies
  • Supports analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
  • Conducts quality assessments to validate proper implementation of processes to meet quality standards
  • Supports in the preparation of briefs, and reports to customers and service providers
  • Works with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Delivers high quality work and can adapt to new challenges, either on their own or as part of a team
  • Manage incidents proactively
  • Ensure end user satisfaction during incident resolution
  • Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
  • Identify incident trends and create problem tickets for the same
  • Identify incident resolutions that can be automated, liaison with tools team for automation
  • Ability to use analytical tools and techniques to support reporting across the ecosystem
  • Ensures periodic and sufficient communication to management, business, and customers
  • Supports quick resolution of major incidents, ensuring the Ecosystem is following processes and procedures
  • Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed
  • Support Governance forums by preparing slides and reports to show status

Required Qualifications

  • TS/SCI with Poly Required
  • Bachelor’s Degree OR 5+ years of related work experience
  • Working knowledge of the Service Management workflows and ITSM processes
  • Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
  • Experience working with an IT service ticketing system analyzing data
  • Experience managing projects to meet schedules and milestones
  • Solid analysis and reporting skills
  • Strong written and verbal communications skills
  • Ability to clearly document and explain ITSM processes (training)
  • Ability to present technical details to a non-technical audience (briefing)
  • Ability to facilitate reoccurring technical/non-technical meetings and working groups

Desired Qualifications

  • ITIL Foundations Certification
  • ServiceNow Certification

You can submit your resume to our talent pool by emailing Allison Chrismer.