ResponsibilitiesPeraton is seeking an experienced Enterprise Service and Configuration Management Analyst.
The Enterprise Services Management (ESM) team is a cross-functional team responsible for tracking KPI/SLA performance, reporting status, and providing trend analysis for all incidents, changes, problems, and requests assigned to the Peraton support team.
The ESM team also maintains configuration data for all customer applications and devices deployed to on-premises and cloud environments in a Configuration Management Database (CMDB).
The ESM team participates in all Priority 1 and select Priority 2 incident bridge calls and supports the development and submission of Root Cause Analysis (RCA) documentation for review and approval by the customer.
The team also hosts the Daily Operations Review Meeting (DORM) with customer operational support teams, reporting on Priority 1 incident outage activity and any other significant incidents or changes impacting services.
What you will do:
- Identify, document, and manage configuration items (CIs) needed to deliver IT services, including their relationships and dependencies:
- Identify, control, record, report, audit, and verify CI attributes such as versions, baselines, and relationships.
- Maintain CI integrity across the service lifecycle in coordination with change management.
- Establish and maintain an accurate, complete CMDB.
- Keep configuration information current on historical, planned, and active CIs and services.
- Diagnose and drive issues from identification through resolution, including gap analysis and action planning.
- Analyze operational data to produce accurate reports, highlighting trends, anomalies, and insights for decisionmaking.
- Coordinate, develop, and publish responses to customer data calls for configuration and operational data.
- Communicate responses clearly and professionally to customer and contractor teams.
- Support tracking and reporting for incidents, requests, problems, and changes.
- Collaborate with Peraton, customer support teams, and application teams to ensure timely resolution of incidents and problems.
- Monitor aging incidents, requests, change tasks, and problems, engaging teams to ensure timely updates and closure.
- Coordinate and support development of RCAs for customer submission, review, and approval.
- Host and support the Daily Operations Review Meeting (DORM).
Qualifications
Required Qualifications:
- 5 years with BS/BA or 9 years with HS Diploma/equivalent.
- 5 years of professional experience in a large-scale and diverse IT environment, including an appropriate level of experience with IT services management tools like ServiceNow.
- Professional experience with ITIL and key ESM concepts including incident, change and problem management, process improvement, configuration management, and change control board support.
- Strong verbal and written communication skills; including the ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand, as well as the ability to understand and interpret complex information from others.
- Demonstrated ability to work with multiple teams to gather data and responses to customer data requests.
- Ability to manipulate, clean, and analyze large datasets in MS Excel; including proficiency with vLOOKUP, MATCH, IF statements, Pivot Tables, Macros, etc.
- Must be a US Citizen.
- Must be able to obtain and maintain the required agency clearance.
Preferred Qualifications:
- ITIL V3 or later certification desired.
- Able to apply a structured methodology around enterprise services management operations activities.
- Able to host and support high-level, operational support meetings with multiple teams and stakeholders.
Target Salary Range$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individuals experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
