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Process Improvement Analyst

Job ID: 2116928
Location: WASHINGTON, DC, United States
Date Posted: Nov 24, 2021
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

The Process Improvement Analyst will be a level Vanguard 2.2.1 point of contact for supporting Continuous Service Improvement efforts for enterprise wide functional processes such as  Change Management, Configuration Management, Incident Response, Service Request Fulfillment, and Problem Management for the Department of State’s Information Resources Management (IRM) bureau. The Service Improvement Analyst will support Vanguard 2.2.1 and the Government lead at recurring meetings associated with the aforementioned enterprise wide processes. The Analyst will provide support, as requested, to the customer for any Continuous Service Improvement activities as specified in IRM policies and procedures.  The Analyst may be asked to participate in the lifecycle of a particular functional process, with the primary objective of analyzing process data, identifying areas in need of improvement, and supporting the implementation of improvement changes with minimum disruption to IT services.

Description of Duties

  • Review of 2.2.1 service request tickets to evaluate which services are candidates for process improvement
  • Collaboration with service line managers and service owners, on the creation of any design, workflow, or process documents that may be required as part of service modifications 
  • Present and address new and/or modifications to services in the Service Level Management working (SLMWG) group; The SLMWG has oversight for the development and documentation of IT Service Management capabilities across IRM
  • As part of continual service improvement, maintain the Master Service Catalog for needed updates that will reflect any changes to services (new, modify or delete)
  • Collaboration with other Bureaus within DOS on services which impact Vanguard 2.2.1 and align to improve the overall experience for the customer and Vanguard 2.2.1 service providers
  • Pre-review Change Request submission packages, pre-brief submitters as required
  • Prepare meeting agendas, pre-review agenda items, distribute agendas
  • Facilitate meetings; prepare and post meeting minutes
  • Adjudicate Change Request submissions, audit post implementation responses, and coordinate implementer responses to the Change Advisory Board (ICAB)
  • Train change implementers on role of IT CCB overall change management processes

Qualifications

Required & Desired Education and Experience

  • Bachelors and 0 years related experience.
  • At least 2 years of experience supporting IT service management and process improvement is preferred. 
  • Ability to quickly learn new concepts, tools and methodologies to be able to execute tasks with minimal direction 
  • Demonstrate outstanding written and verbal communication skills with the ability to deliver presentations to Vanguard 2.2.1 leadership and to the customer.
  • Proficiency with Microsoft Office Suite including Project & Visio.
  • Become familiar with basic project management approaches, tools and phases of the project lifecycle.
  • Experience with a large U. S. government customer, highly desirable.
  • Bachelor of Science degree in an IT related discipline highly desired.
  • ITIL® Foundation Certification, highly desirable.

Clearance Required

  • Active Secret clearance


COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.


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 more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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