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ITSM Process Manager

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Job ID: 2200289
Location: WASHINGTON, DC, United States
Date Posted: Feb 1, 2022
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: Top Secret
Potential for Remote Work:
Benefits: Click here

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Job Description

Description

There is currently an opening for an ITSM Process Manager to support the Vanguard 2.2.1 program. The Vanguard 2.2.1 program provides transparent, interconnected systems and security support for the Department of State (DOS) Bureau of Information Resource Management (IRM) program. The IRM program supports the Department of State to successfully carry out its U.S. foreign policy mission by providing enterprise architecture design, engineering, operations and maintenance support services for desktop computers, servers, networks, firewalls, and enterprise applications.

This position is in support of the Department of State as a part of the Vanguard 2.2.1 contract. The ITSM Process Manager will be the interface for coordinating the customer’s enterprise change and configuration management processes. The ITSM Process Manager shall actively participate in the lifecycle of all information technology service management (ITSM) processes to include change management, service management, incident management, knowledge management, problem management and service asset/configuration management (SACM). The ITSM Process Manager will be a representative at various IRM forums and provide support to the IRM customer for referenced process activities. The ITSM Process Manager will ensure the prompt handling of all process reports and service requests in order to minimize the impact upon service quality and consequently identify opportunities to improve the day-to-day operations of the enterprise.

The assigned individual must be able to communicate clearly and succinctly, both in writing and orally, and present products and ideas in a professional manner to all stakeholder categories, including client leadership. The Change Process Manager will work in a dynamic fast-paced environment that requires technical interaction and coordination across the service offices and within the IRM bureau.  

Description of Duties:

  • Service Management
    • Review of 2.2.1 service request tickets to evaluate which services are candidates for process improvement
    • Collaborate 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)
    • 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
  • Change Management
    • 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
    • Review (when required) Policy, processes, procedures, and work instructions to identify areas of improvements
    • Coordinate SharePoint enhancements or any other tool needs
    • Train change implementers on role of IT CCB overall change management process
    • Provide guidance on process of getting Information Assurance and IT CCB approval
  • Incident Management
    • Evaluate and coordinate service provider tickets crossing beyond set program thresholds or typical best practices in service provide to service provider coordination.
    • Provide analysis and coordination on remediation for service provider tickets extending beyond SLA specific timeframes or service provider tickets which have the indication of lag.
    • Policy analysis, guidance and measurement of IRM’s usage of statues within incident management.  In particular, the usage of service provider “pending” status tickets which have contractual stipulations tied to performance measures affecting program funding goals.
    • Education, guidance and assistance with creation of incident program templates allowing for increased efficiency and predictability across service provider groups.
    • Monitor underutilized queues to assist service providers with process improvements efforts to streamline queue control
    • Maintenance and production of over 105 service reports for IRM with any number of frequency schedules (daily/weekly/monthly, ad-hoc etc.) on an ongoing basis
    • Analyze data for both reporting development as well as trend identification, event impact analysis, process measurement/improvement, and summarization for enterprise level IRM attention
    • Research, recommend, and develop domestic and overseas policies, to include use of new and emerging technology that align with the goals of the bureau
  • Problem Management
    • Manage the Problem Management program for Vanguard 2.2.1
    • Create new and/or expand current IRM 2.2.1 processes to mature as they relate to more efficient problem management
    • Maturity of Problem Management analysis aimed at understanding problem from a holistic view of impacted services across DOS
    • Collaborate with other Vanguard service providers when problems cross service line and resources/escalation is required to understand levels of impact
    • Define, refine and document Problem Management operation’s policies, processes, and procedures
    • Coordinate IRM critical incidents and document a thorough synopsis of events from the onset of the critical incident through restoration of service
  • Service Asset and Configuration Management Support
    • Champion configuration management process improvement activities
    • Support activities to develop and manage CMDB to provide the integration of Cis into a controlled repository providing accurate and complete information on controlled assets
    • Support development of controlled repositories for all configuration items
    • Support use of standard naming conventions for all controlled assets/configuration items
    • Present process related presentations to the working group
    • Provide guidance on ITIL best practices

Qualifications

Required Education, Experience, & Certifications

  • Bachelors and five (5) years or more experience
  • ServiceNow ITSM Module experience
  • ITIL® Foundation V3 Certification is highly desired.
  • Outstanding written and verbal communication skills with the ability to deliver presentations to the customer.

Required Clearance

  • Must hold an active secret clearance with the ability to obtain a top secret clearance.

Desired Experience

  • Familiarity with Department of State incident management and associated processes.
  • Familiarity with ServiceNow.

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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