IT Service Management Analyst

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

Vendor Management SME

Experience Requirements:

This position is a key liaison between IT and one or several of its Service Providers and plays an important role in ensuring that Service Provider performance meets current and evolving business needs. Creates partnership between Service Provider and various areas of the organization to deliver value. Serves as a neutral escalation point for the resolution of issues between internal stakeholders and service providers. Current knowledge of industry standards and best practices for Cloud Application Sourcing and Vendor/Supplier Management .Demonstrates ability to define and manage processes.

Skill and Knowledge Requirements:

  1. Develop an Vendor Management framework and methodology that include IT policies and processes to support a cabinet level agency.
  2. Collaborates with internal Stakeholders, including Application Owners, to ensure Service Providers (Internal and External) meet established objectives.
  3. Monitors Service Level Agreements (SLAs), OLA’s and Key Performance Indicators (KPIs) and other aspects of service provider performance.
  4. Identifies and drives change initiatives RFC and improvement plans CSI with Service Provider and stakeholders.
  5. Identifies and monitors key qualitative and quantitative indicators that determine state of relationship. Proactively identifies barriers to success within Service Provider and identifies mitigation strategies with internal stakeholders. Arbitrates escalations in a timely manner to the next level when appropriate.
  6. Periodically performs Service Provider risk management analysis.
  7. Leads contract negotiations and coordinates the review and approval process.
  8. Participates in annual planning and demand planning efforts to ensure Service Provider readiness to meet project demands with present and future capacities Monitors Service Provider delivery to ensure delivery adheres to contractual agreements.
  9. Leads the development of Service Provider performance scorecard.

Certifications Desired:

  1. 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