IT Service Management (ITSM) Analyst

Washington, DC

Full Time

Civilian

Experienced

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age.

The IT Service Management (ITSM) Analyst will be support the Chief IT Customer Solutions officer of our government client. The role will help define the current state of IT services and support ongoing continual service improvement. Key focus areas for this role involve gaining insight into processes, identifying gaps/improvement opportunities, and proposing/implementing solutions that achieve high customer satisfaction and work on various aspects of IT service delivery, such as service strategy, service design, service transition, service operation, and continual service improvement.

The position will require 3 days in the clients office in Washington, DC and 2 days remote.

RESPONSIBILITIES:

Oversee and optimize the delivery of ITSM processes.
Define stakeholder expectations for service delivery and maintain that definition as it evolves over time.
Translate stakeholder expectations into measurable criteria (SLOs, SLAs, KPIs, metrics) by conducting thorough requirements gathering, ensuring alignment with business objectives, and defining clear, actionable, and achievable performance indicators to monitor and ensure service quality.
Define and gather data sources (business intelligence) that can be leveraged for insight into performance, measure performance improvement, and support data driven decision making.
Define and analyze current processes and provide SWOT/GAP analysis of the current support operations relative to established success criteria to develop actionable recommendations for improvement.
Ensure adherence to ITIL best practices and alignment with organizational goals.
Generate regular reports and dashboards to provide insights into performance, trends, and areas for improvement, including resource utilization reporting.
Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible.
Facilitate effective communication to help leadership achieve a common understanding of success criteria and definition of the challenges that need to be solved for consistent success.
Develop trust and strong relationships with varied service teams/team members to gain insight into the “day to day” support operations.

QUALIFICATIONS:

Bachelor’s degree in related field of study and 5 years’ experience in an IT service leadership position or additional work experience in lieu of education.
Demonstrated knowledge of IT Service Management (process, tools, best practices).
Proven experience in coordinating and optimizing ITSM processes.
Familiarity with formalized quality/change management methodologies like Six Sigma, ISO, COBIT, Kaizen and real-world lean application of these techniques.
Experience developing, measuring, and achieving appropriate service level objectives, service level agreements, and associated reporting metrics that measure performance.
Experience working/aggregating data from various IT support systems such as ServiceNow/Remedy, SCCM, Help Desk ACD data, Active Directory, and various computing end point reporting software inventory tools (BigFix or similar).
Demonstrated ability to perform ad hoc / short term analysis of aggregated information in MS Excel.
Experience leading Problem Management processes and conducting Root Cause Analyses (RCAs).
Familiarity with driving reporting requirements for and working with more formalized reporting tools like Microsoft Power BI, Crystal Reports or similar reporting platforms.
Strong analytical skills to identify and address underlying causes of recurring issues.
Proficiency in developing and presenting metrics, dashboards, and reports related to ITSM performance.
Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers.

PREFERRED QUALIFICATIONS:

ITIL training or certification with a focus on ITSM is preferred.

TDI does business with the federal government, which restricts employment to individuals who are either US citizens or lawful permanent residents of the United States.

“TDI is an Equal Opportunity Employer. Employment decisions are made based on individual qualifications, merit, and business needs. We do not discriminate in employment opportunities or practices based on race, color, religion, sex, or national origin, in accordance with applicable federal laws.”

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