ITSM Lead Analyst

Job Description

Description

SAIC is seeking an experienced IT Service Management analyst in support of a managed services engagement for a major Public Sector account. The selected candidate will be responsible for Change and Incident Management processes as well as Service Level reporting. The ITSM analyst will collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our client.

Duties and Responsibilities:

• Perform day-to-day management of the change management process, for example, reviewing change requests with internal teams; ensuring changes have sufficient resources assigned and are complete, reviewing planned changes with the client
• Manages the weekly CAB Review meetings
• Perform day-to-day management of the incident management process. Ensures teams are following up on their ticket queues and meeting service levels. Manages incident management review call with internal teams
• Provide analysis, guidance and measurement of our infrastructure and technology providers' performance against committed service levels
• Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data
• Review and maintain ITSM Process and Operating Procedures
• Review policy, processes, procedures, and work instructions to identify and implement improvements
• Participate in defining, planning and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
• Understand the relationships, dependencies and impact of neighboring business functions
• Responsible for building and maintaining internal and client relationships that can be leveraged to support the achievement of business objectives
• Works independently or as a project team member. Works on small to large, complex issues that require increased skill in multiple environments and knowledge of one or more specific products (Microsoft Sharepoint, ServiceNow, Excel)
• Provide administration support of internal Microsoft SharePoint sites
• Develop / manage ad hoc ITSM reporting requests
• Manages the security access control process for granting access to various systems in the environment

Qualifications

Required Qualifications:

• Bachelors degree in Computer Science, Information Systems or related field and five (5) years or more experience
• 5+ years of IT experience in development and/or support functions in an ITIL delivery model
• 2+ years hands-on experience in ServiceNow
• Exceptional analytical and problem-solving skills
• Ability to work independently in a remote environment
• Must be able to pass the California Department of Justice and FBI background check process

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.
Target salary range: $95,001 - $105,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.