Careers

Experience Requirements:

Candidate should have at 5 to 8 years of experience in IT Service Management, Service Integration, Business Process Improvement and Project Management. Candidate will be expected to identify major tasks and key deliverables required to implement an enterprise process and build a project plan to execute the implementation of the process improvement initiative. This person will be responsible for understanding organizational change techniques and should be competent at building relationships with stakeholders to facilitate the execution of the project plan. This person will also be required to contribute to team training programs aimed at increasing the team’s knowledge of the customer, process improvement frameworks, existing projects and process interfaces.

Skill and Knowledge Requirements:

1. Experience with ITSM processes associated with the Service Strategy lifecycle of the ITIL framework (i.e. Service Portfolio, Financial Management, Demand Management, Business Relationship Management, and Strategy Management for IT Services).
2. Document design team outcomes and produce process documentation that includes, but is not limited to the process framework, Standard Operating Procedures (SOPs), roles and responsibilities, tool requirements, performance management plans, communications plans and training requirements
3. Intermediate Level Understanding of the ITIL Framework (Including, Incident, Problem, Change, Release and Configuration Management)
4. Interface with other ITSM processes owners and managers to establish effective process activities that facilitate and support common touch points and dependencies
5. Understanding of Organizational Change Techniques
6. Analyze existing enterprise processes, interview relevant stakeholders and understand all interfaces
7. Conduct research to benchmark enterprise process against industry and customer best practices
8. Facilitate meetings with customers to understand strengths, weaknesses, opportunities and threats for process improvement initiatives
9. Leverage client input, knowledge captured and process improvement frameworks to revise existing processes
10. Build and execute a project plan to implement the process improvement initiative
11. Understand Implementation obstacles for implement the process improvements and work with stakeholders to overcome them
12. Develop a communications plan to roll out the new process
13. Develop metrics to track the efficiency and effectiveness of the process and work to continuously improve the process
14. Developing Process Narratives, Workflow Process Models and Standard Operating Procedures for all stakeholders
15. Interface with other ITSM processes owners and managers to establish effective process activities that facilitate and support common touch points and dependencies
16. Document design team outcomes and produce process documentation that includes, but is not limited to the process framework, Standard Operating Procedures (SOPs), roles and responsibilities, tool requirements, performance management plans, communications plans and training requirements

Certifications Desired:

1.  Requires BS/BA degree
2.  ITIL v3 Foundations Certified
3.  2 or more ITIL Certifications
4. Six Sigma, CMMI, and PMP certificates are desired, but not require

Define a hierarchy of performance metrics, performance objectives and supporting measures pertaining to compliance with FITARA law and OMB Common Baseline requirements, operational efficiency, stakeholder and Component satisfaction.

Develop a baseline of performance scores for all defined metrics by conducting surveys and analysis to determine baseline.

1.  Define performance metric targets based on baseline analysis.
2.  Identify and assist with the development and implementation of automated performance management tools to track performance in an ongoing fashion.
3. Develop dashboard performance reporting capabilities that track and report on actual performance scores in real-time.

Coordinate quarterly FITARA briefings for PortfolioStat meetings.

1. Connect with EBMO POC’s for outstanding action items to obtain statuses.
2. Assist EBMO POC’s to facilitate meetings with action item stakeholders to keep progress towards resolution of action items.
3. Assist with development, review, approval and appropriate distribution of artifacts and documents to support successful resolution of action items.
4. Develop and edit briefing decks and packets for quarterly PortfolioStat meetings, and obtain approval from EBMO executive management.

Provide support of annual GAO/OMB audits of compliance to FITARA requirements (per OMB baseline).

Ensure that the FITARA Playbook is kept up to date and aligned with present FITARA- related business operations across DHS.

Other tasks as assigned.

DHS OneNet NOC Duties and Responsibilities

The DHS OneNet NOC is a central Network Operations Center that acts as a go between for the various component Network Operations Centers that represent various departments within DHS (Border Patrol, ICE, US Secret Service etc) and the telecoms (Verizon, AT&T).

Daily Duties include:

1. Via incoming Phone and E-Mail create new outgae tickets utilizing the BMC Remedy ticketing software to document component outages for various DHS sites as direceted by individual compnent NOC’s.
2. Provide updates on current outages to components that are provided by the telecoms either by phone or through their online portals.
3. Utilize the Spectrum Network Management System to actively monitor for outages at critical component sites.
4. Utilize both Spectrum and Xccedium NMS to log into routers to verify connectivity, assess network status beween links (VLAN Tunnels, Serial Ports) and check logs for errors.
5. Investigate and troubleshoot network connectivity for users at the Tier 1 level and creating and assigning tickets to Tier 2 with useful information such as a traceroute and any other pertinent information.
6. Create, monitor and update outages to critical sites with the creation of a CCIR. These outages are usually related to DS3 or OC  high level circuits and or multiple sites in one area.  These incidents are reported via e-mail updates to Project Management and the Government Watch Officers on site and require a higher level of monitoring.
7. Assist the Tier 2 Engineers in their troubleshooting of tickets depending on your comfort level with working with various elements of the IOS Command Line and Routing Protocols.

• The System Analyst will provide support to the DHS Office of the Chief Information Security Office (OCISO) Governance and Executive Management Division.  This division has the following functional sections: Policy, Project Management, Security Assessments, Audit Management, Reporting, Information Assurance Training, Business Process Engineering, and Special Situational Activities. 
• Policy activities includes formulation and publication of the Department’s Sensitive Systems Policy and Handbook, chairing the department-wide Security Policy Working Group, and managing the policy waiver process. 
•  In Project Management, the Division oversees major DHS IT security projects. 
•  Security Assessments includes assistance visits to components, deep dives, Independent Verification and Validation, and critical control and cyber hygiene reviews. 
• The Audit Management section provides coordination and liaison for IT security audits. 
• The Division’s executive management functions include Archer oversight and support and management of dashboard reporting. It provides oversight for Information Assurance training and awareness, and coordinates CISO Council meetings. 
• The Division is also responsible for developing Knowledge Management initiatives; re-engineer business processes, provide Web and SharePoint support, and offer technical writing and editing support for the OCISO staff.

Desired Skills

RSA Archer administration training

1. DHS HQ experience
2. 6+ years of analyst experience
3. 1-2 years of experience in updating and creating applications within an eGRC platform (such as RSA Archer).
4. 1-2 years of experience administrating SharePoint and developing lists, workflows, libraries and managing permissions
5. 3 years of experience developing custom reports, dashboards, charts using excel