Event Management Process Analyst 

Location: Chantilly, VA 

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 processes and procedures and assists in the IT Infrastructure governance and operations.

Position Responsibilities:

• Working on Red Hat Enterprise Linux 6X and 7x
• 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 ongoing 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 the 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

Governance and Strategic Forum Analyst 

Location: Chantilly, VA 

The Multi-sourcing Service Integration (MSI) Governance Analyst is a mid-level position responsible for supporting the MSI governance function of the Multi-sourcing Service Integration (MSI) environment, and specifically the oversight relationships among the MSI suppliers, key government stakeholders, and other Service Providers (SPs). The Governance Analyst may facilitate various regular Governance Board meetings
attended by these key parties.
Using current and emergent Service Integration and Management (SIAM) practices, the Governance manager supports the various strategic, tactical, and operational MSI Governance Boards, including determining/ensuring appropriate membership, artifacts, activities, processes, and these boards’ positioning and relationship to their role(s) in optimizing the overall MSI value proposition for our federal client.

The successful candidate will provide governance support and ensure regular measurement and review of:

• both service integrator and overall end-to-end service performance
•  continual improvement of MSI Governance

Position Responsibilities:

• Perform as a manager, who works well as a self-starter delivering high-quality work and adapting to
  new challenges, either on their own or as part of a team
• Take ITSM processes and develop key performance indicators (KPIs) that will be used to measure Service Providers performance (SLAs, OLAs, etc.) and IT infrastructure performance
• Use performance goals to develop metrics, graphs, trends, and analyses to be presented at Governance Forums
• Assist with the deployment and transformation of IT infrastructure processes and procedures
• Provide analysis and support for ongoing service delivery, performance, and Governance operations
• Work with SPs to define the KPIs used to measure their performance and drive consensus between the SPs so the same KPIs are used throughout the enterprise
• Capture feedback from Governance stakeholders on the effectiveness of KPIs and develop roadmaps for improvements
• Work with tool provider to implement data elements supporting the KPI objective
• Work with SPs on their ITSM processes to ensure data elements are defined, standardized, and captured throughout the execution of their processes
• Facilitate TEMs and other requirement-gathering work sessions

Required Qualifications:

• Current TS/SCI Clearance with Polygraph
• Bachelor’s degree or equivalent experience and minimum 5 years of related work experience
• ITIL v3 or ITIL 4 training with the ability to obtain certification within three months of hire
• Working knowledge of the Service Management workflows and ITSM processes
• Candidate should have experience working with an IT ticketing or ITSM system, preferably ServiceNow
• Candidate should have excellent public speaking and communication skills and possess the ability to prepare briefings for various levels of leadership using PowerPoint, and Dashboards from tools like Tableau and ServiceNow
• Candidate should possess a strong Microsoft Excel skill set and be able to perform complex functions within the tool
• Candidate should possess strong analytical skills and be able to form compelling stories from tool data and trend analysis
• Excellent written and verbal communications skills with the ability to clearly document and explain business processes
• Experience facilitating and/or presenting content to stakeholders

Desired Qualifications:

• Experience managing large, decentralized government client operating environments
• ITIL v3 or ITIL v4 mid-level courses and certifications
• ServiceNow experience, training, and/or certification

ServiceNow Developer 

Location: Chantilly, VA 

The ServiceNow Software Development Engineer acts as a Business Consultant for ServiceNow Transformational Services, assisting the Solution Architect with design and platform architecture. The ServiceNow Development Engineer is able to assess the business impact of specific technologies and proposed strategies and identify and address technical or operational risks.

Position Responsibilities:

• Engineers ServiceNow IT Service Management (ITSM) Implementation for Incident, Problem, Change, Event, and Schedule Management, to include workflows, business rule customization, and scripting
•  Proposes the shared data needs between the Configuration Management Database (CMDB), Asset Management, and Configuration Management 
• Utilizes current best practices for CMDB procedures and provides input or feedback for continuous improvement 
• Plans for data ingestion from different legacy sources, makes design decisions on that data, and works to reconcile data based on the chosen authoritative source
• ServiceNow Service Portal Implementation and Customization
• Develops Service Portal widgets and capabilities
• Leverages UI policies, UI actions, and client scripts
• ServiceNow Orchestration
• Develops Workflows
• Implements ServiceNow users, groups, roles, and ACL management
• Develops applications and modules using scripted REST APIs and customized notifications, approvals, and inbound email actions

Required Qualifications:

• Must be able to obtain a TS/SCI Clearance with Polygraph
• A Bachelor’s Degree OR advanced degree in a related field
• A minimum of 5 years' technical experience
• Experience working on complex ServiceNow projects where analysis of situations or data requires an in-depth evaluation
• Excellent oral and written communication skills
• At least a minimal understanding of a scripting language (Java is preferred)

Desired Qualifications:

• ServiceNow Administrator Certificate OR ability to secure it
• Strong technical background in Cloud Architecture
• Knowledge of at least one operating system: Linux, Unix, Windows
• Prior experience as an administrator or architect in any of the well-known operating systems is helpful
• Knowledge of networking protocols: TCP/IP, IP addresses, HTTP, DNS
• A high-level understanding of key security concepts, such as firewall design

Incident Management Analyst  

Location: Chantilly, VA 

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 processes and procedures working with stakeholders to identify improvements.

The Incident Management Process Analyst:

• 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

Position Responsibilities:

• 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:

• Must hold an active TS/SCI Clearance with Polygraph
• A 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 

Service Catalog/Request Fulfillment Management  

Location: Chantilly, VA 

The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of processes and procedures working with stakeholders to identify improvements.

As the Service Catalog/Request Fulfillment Process Analyst you get to:

• Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
• Support the development of procedures, work instructions, and templates to support process execution
• Perform as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
• Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
• Leverage knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
• Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
• Support analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
• Conduct quality assessments to validate proper implementation of processes to meet quality standards
• Support in the preparation of briefs, and reports to customers and service providers
• Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
• Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
• Deliver high-quality work and can adapt to new challenges, either on their own or as part of a team

Position Responsibilities:

• Ensure end-user satisfaction during the fulfillment of requests
• Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
• Identify fulfillment opportunities that can be automated, liaison with tool team for automation
• Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment
• Support engineering and design of service catalog items for the Ecosystem
• Produce, maintain, and manage the service catalog requirements, workflows, and services
• Update the service catalog with details of new or changed services
• Update the service catalog with details of consolidated services during mergers and acquisitions
• Update the service catalog with details of retired services
• Ensure that catalog(s) are in sync
• Support measurement and reporting for weekly and monthly meetings

Required Qualifications:

• Must hold an active TS/SCI Clearance with Polygraph
• A 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
• 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 using ServiceNow
• 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 

Problem Management Analyst

Location: Chantilly, VA 

We are seeking a highly motivated Problem Management Analyst with one to three years of experience.  The ideal candidate will have a deep understanding of ITIL frameworks v3 and/or v4 and experience supporting the design, deployment, and operation of IT infrastructure-based processes.  The Analyst will support the deployment of processes and procedures working in a multi-supplier environment for our government clients in the DC Metro Area.  The Analyst will report to the Problem Management Lead.  The successful candidate will have the opportunity to apply and grow their skillset in Problem Management, work with a motivated and entrepreneurial team, and engage with a wide range of stakeholders. 

Position Responsibilities:

• Support the planning, design, and implementation of Problem Management processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
• Support 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
• Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures in order to develop unified and consistent service delivery
• Leverages knowledge and best practice experience to identify and support the recommendations for improvements opportunities within the specific process area
• Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; support quality assurance activities related to process
• Ensure compliance with process-specific standards and policies
• Support analysis, evaluation, and assessment of process performance measurements, and can brief results and recommendations to the appropriate level governance forums
• Conduct quality assessments to validate proper implementation of processes to meet quality standards
• Prepare and brief reports to customers and service providers
• Work with other areas to perform analyses and troubleshoot issues across specific ITSM process areas
• Support process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
• Deliver high-quality work and adapt to new challenges, on their own or as part of a team

Required Qualifications:

• Must hold an active TS/SCI Clearance with Polygraph
• All candidates require one to three years of experience with a deep understanding of ITIL v3 and/or ITIL v4 frameworks
• Basic understanding of IT service management
• Knowledge of process analysis, design, and ability to define functional requirements
• Understanding of data and information analysis
• Workflow and ticketing tool exposure to ServiceNow and/or Remedy, Maximo
• Knowledge of process improvement techniques
• Ability to perform data analysis and trends using existing tools and techniques
• Experience rolling out ITSM processes in a large government environment and performing analysis of data and trends
• Strong written and verbal communications skills
• Ability to present technical details to a non-technical audience (briefing)
• Ability to facilitate reoccurring technical/non-technical meetings and working groups

Desired Qualifications:

• Foundations or Advanced ITIL certifications or training
• Working knowledge with ServiceNow
• Experience creating interactive dashboards

Service Catalog/Request Fulfillment Management - Requirements Analyst 

Location: Chantilly, VA 

The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of processes and procedures working with stakeholders to identify improvements.

As the Service Catalog/Request Fulfillment Process Analyst, you get to:

• Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
• Support the development of procedures, work instructions, and templates to support process execution
• Perform as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
• Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
• Leverage knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
• Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
• Support analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
• Conduct quality assessments to validate proper implementation of processes to meet quality standards
• Support in the preparation of briefs, and reports to customers and service providers
• Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
• Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
• Deliver high-quality work and can adapt to new challenges, either on their own or as part of a team

Position Responsibilities:

• Ensure end-user satisfaction during the fulfillment of requests
• Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
• Identify fulfillment opportunities that can be automated, liaison with tool team for automation
• Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment
• Support engineering and design of service catalog items for the Ecosystem
• Produce, maintain, and manage the service catalog requirements, workflows, and services
• Update the service catalog with details of new or changed services
• Update the service catalog with details of consolidated services during mergers and acquisitions
• Update the service catalog with details of retired services
• Ensure that catalog(s) are in sync
• Support measurement and reporting for weekly and monthly meetings

Required Qualifications:

• Must hold an active TS/SCI Clearance with Polygraph
• A 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
• 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 using ServiceNow
• 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 

Service Performance Management Analyst 

Location: Chantilly, VA 

The Service Performance Management Analyst designs, executes, and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes.

As a Service Performance Management Reporting Analyst, you get to:

• Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
• Use data analytics to provide actionable, timely, and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
• Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meetings related to data structure, quality assurance, and reporting
• Leverage the various reporting and presentation tools to provide analysis and recommendations
• Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers

Position Responsibilities:

• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement data collection solutions, data analytics, and other strategies that optimize statistical efficiency, and quality of information
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Identify, analyze, and interpret trends or patterns in complex data sets
• Supports Incident and Problem Management processes in root-cause analysis of major Incidents
• Work with management to prioritize business and information needs
• Locate and define new process improvement and Continual Service Improvement (CSI) opportunities

Required Qualifications:

• Must hold an active TS/SCI Clearance with Polygraph
• A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
• A good understanding of ITSM delivery and ITIL processes
• One year of experience conducting data analysis and creating dashboards in ServiceNow
• One year of experience creating dashboards in Tableau
• Technical expertise regarding data models, database design development, data mining, and segmentation techniques
• Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Desired Qualifications:

• ITIL Foundations Certification 
• ServiceNow Certification