ITSM Specialist


Washington, DC

Industry: IT Consulting/Services


5 - 7 years

Posted 358 days ago

  by    Joseph Seeley

Company Overview

DIGITALiBiz, Inc. (iBiz) is an information technology (IT) and business consulting small business providing next-generation solutions to federal government customers. Our mission is to maximize the use of IT systems, business process engineering, research and analysis, and customer-focused best practices to implement Vision & Innovation That Works. Our experience developing effective, scalable, and usable IT and program management solutions helps solve our customers’ real-world business problems. Founded in 2002, iBiz is headquartered in Rockville, MD and has been recognized as a Washington Post 2015 and 2016 Top Workplace. If you enjoy the challenge of a fast-paced environment with friendly people who are truly driven to achieve superior results, iBiz is for you!


This position will support the Program Office’s requirements for an IT Service Management (ITSM) Specialist, which includes operational support for all ITSM functional areas such as Configuration Management, Change Management, Test Management, Release Management, Problem Management, and the Software Development Lifecycle (SDLC). 


More specifically, duties will include supporting the agency's Information Technology Services (ITS) organization through the following activities:

  • Engage, communicate, and provide valued leadership in the area of ITIL-based ITSM processes, with a focus on Configuration Management and Configuration Management database (CMDB) development
  • Directly define and support the program's Configuration Management program, as well as provide overall subject matter expertise for the overall ITSM program suite
  • Elicit and analyze ITSM improvements identified by business stakeholders and convert them into functional system requirements
  • Communicate functional requirements by preparing the appropriate artifacts
  • Communicate and partner with change owners, stakeholders, technical team members, and service providers 
  • Assist in the creation of test cases and provide support during test phases of the ITSM improvement project lifecycle
  • Participate in Change Management review boards; assist with reviewing proposed changes or solutions
  • Identify and monitor Key Performance Indicators (KPIs) to ensure support processes are working properly, and recommend and implement corrective measures to develop continuous improvement actions
  • Develop, maintain, and adhere to system owner and administration procedures and manuals, troubleshoot application issues, and execute change control processes
  • Attend, facilitate, and/or lead meetings of cross-functional stakeholders and service provider groups
  • Assist with Configuration Management operations, including performing Configuration Item (CI) impact analysis related to Requests for Change (RFCs)
  • Integrate additional enhancements into existing processes and tools, with the goal of furthering user adoption through quality improvements

Required Skills, Education, Certifications and Experience

  • Bachelor's degree or substitute 10 years' experience
  • ITIL Foundation V3 or 2011
  • Minimum 5years of experience with ITIL processes with a focus on Configuration Management, CMDB development, and Change Management
  • Strong communication and writing skills
  • Strong interpersonal and collaboration skills
  • Ability to work closely with team members and other stakeholders for process improvement and on overall ITSM operations
  • Strong meeting facilitation skills
  • Proven ability to understand complex business issues and align communications strategies and outcomes accordingly
  • Experience working cross-functionally and building collaborative working relationships; interfacing effectively with stakeholders, operations, and management to resolve issues
  • Ability to organize and communicate schedule tasks, develop realistic action plans incorporating time constraints, and prioritize tasks
  • Excellent Microsoft Excel, Word, and PowerPoint skills

DIGITALiBIZ, Inc. is an Equal Opportunity Employer

All applicants will receive consideration for employment without regard to race, color, age, sex, creed, national origin or ancestry, religious persuasion, marital status, political belief, disability, genetic information, pregnancy, status as a veteran, or any other consideration made unlawful by federal, state, or local laws (collectively any “Protected Basis”).

$90K - $140K
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