Responsibilities
We have an exciting opportunity at the Department of State! ITSM Process Analyst is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer.
Responsibilities:
- You will coordinate and improve Incident and Service Request Management as part of broader ITSM efforts.
- You shall develop, coordinate, administer, update, and submit change requests to maintain workflows in the Ticket Management System (Service Now), and recommend system enhancements for hardware, software, processes, and procedures to improve ITSM operations.
- You will collaborate with stakeholders to update Ticket Management System configurations and enhance functionality.
- As an analyst, you will review, recommend, and revise a set of classifications for incident categorization, with government participation and approval.
- The analyst will also enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).
- You will support the change management process in accordance with customer policies and procedures.
- Additionally, you will participate in change management meetings, as required.
- You will collaborate with government stakeholders and technical teams to assess, review, and implement changes.
- You will also provide impact analysis, risk assessment, and post-implementation review for changes.
Qualifications
EDUCATION AND EXPERIENCE
The following are the education and experience required for this position:
- 5+ years
- Bachelor's in IT or related field
- ITIL 4 Managing Professional (leads)
- Secret Security Clearance
PREFERRED REQUIREMENTS:
- COMP TIA Sec + Certification
PHYSICAL REQUIREMENTS:
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
- Stoop, kneel, crouch, or crawl as required
- Repeatedly lift and carry weight up to 40 pounds
- Travel by land or air transportation 25 % .
