Service Level Manager

Job Description

Description

The National Security Customer Group of SAIC is seeking a Business Systems Analyst to support an IT Service Management effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois.  The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6). 

The successful candidate shall, in support of the Service Level Management, synchronize efforts with the IT Service Portfolio Manager and produce customer-based additional information for each defined service. 

Responsibilities:

• Identifying services and dependencies.
• Defining the service level objectives and workload characteristics for services in Service Level Agreements (SLAs).
• Monitoring services performance against SLAs.
• Communicating the service level performance against service level objective to interested parties.
• Updating SLAs to reflect changes to service requirements.
• Documenting Operating Level Agreements with Work Centers throughout TCJ6.
• Assist the IT Service Portfolio Manager in documenting and maintaining templates in support of Service Level Management.
• Schedule, facilitate, and document all required meetings in support of Service Catalog Management.

Qualifications

Required Qualifications:

• BA/BS.
• 2+ years of experience.
• DoD Secret clearance.
• ITIL 4 Foundations certification.
• Experience with formal system development methodologies including Agile.
• Experience working in a team-oriented, collaborative environment.
• Experience with business process modeling.
• Experience eliciting and documenting software requirements in the form of use cases and user stories.
• Experience working with BMC Remedy Ticketing System.
• Experience working with Microsoft SharePoint.
• Experience in business analysis activities including: 
• • SW/HW requirements management and analysis
  • SW/HW requirements elicitation
  • SW/HW solutions analysis
  • SW/HW requirements planning 

Desired Qualifications:

• MA/MS.
• 10+ years of experience.
• DoD TS/SCI clearance.
• ITIL 4 Managing Professional certification.
• Knowledge of and/or experience with software and hardware discovery tool.
• Experience working with ServiceNow.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

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 $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.