IT Service Management ( ITSM ) Operations Advisor

Job Description

Description

Job Description:

SAIC has multiple openings for IT Service Management (ITSM)  Operations Advisors to assist a Government customer oversee the daily operational status of a large scale IT infrastructure.  Successful candidates will help evaluate IT service deliveries to ensure they meet mission needs (Quality, Continuity, and Performance), help prepare IT Mission Directors to make real-time decisions, and assist with troubleshooting outages to ensure the rapid return to normal IT operations.  Candidates will be expected to leverage traditional IT Service Management (ITSM) processes, such as Event Management, Incident Management, Problem Management, Process Improvement, etc. in the execution of their duties.

Responsibilities:

The successful candidate(s)  must be able to:

• Maintain an up to date understanding an evolving IT service baseline of networks, virtualization, hosting, and other enterprise IT capabilities
• Leverage a working understanding of the ITIL framework and apply it towards the oversight and maturity of an evolving IT operations
• Assess proposed service delivery alignment against service operations requirements and mission objectives
• Oversee service operations in accordance with Service Level Agreements (SLAs), compliance documents, and service fulfillment quality standards
• Review, assess, and advise the Government on core IT capabilities, and planned maintenance activities
• Make procedural and operational observations and recommendations to improve the maturity of IT services and processes
• Advise the Government on continuity and emergency response test and evaluation approaches
• Evaluate recommendations on continuity and emergency response approaches against standards, policies, and exercise performance objectives
• Troubleshoot IT service outages, de-conflict recovery efforts, and focus on restoring normal service operations to minimize adverse impacts on mission operations
• Perform after action analysis and produce after action reports designed to education senior decision makers on failures, and offer recommendations for improvement
• Ensure plans, processes, procedures, and other relevant documentation are continuously aligned to mission needs
• Provide recommendations on requirements, content, scheduling, certification strategies, and other relevant features as requested by the Government
• Operate proactively with ability to lead and execute project engagements without direct leadership oversight and/or participation
• Identify gaps in data needed to effectively and efficiently measure the services provider efforts

Qualifications

• Must be a US Citizen
• Within a STEM field of study:  Bachelors in a STEM related field and five (5) years or more experience;  Masters in a STEM related field and three (3) years or more experience;  Significant applicable work experience of more than ten (10) years may be considered in lieu of a degree
• Must possess and maintain a Top Secret clearance with Poly
• Must be able to obtain access to Sensitive Compartmented Information (SCI)
• Experiences with Intelligence Community (IC) infrastructure is a plus
• PMP is a plus, but not required
• ITIL certification is a plus

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.