Job Description

Remote Work:
Job Number:
IT Service Management Process Analyst

The Opportunity:

You know that true progress is made at the intersection of business and technology, and as a member of the Office of the CIO (OCIO) team, you can develop your skills in both. We are looking for someone who can help translate the IT Service Management (ITSM) program vision into consumable and measurable goals and partner with Enterprise Technology Services and Solutions (ETSS) Portfolios to support and drive innovative solutions to complex problems. This is an opportunity to impact enterprise operations while sharing your knowledge and expertise in IT Service Management. As a member of the team, you'll lead interactions with all levels in the ETSS Portfolios to collect, comprehend, and define their services and supporting processes, and analyze and lead process improvement efforts. You will work closely with the client to develop operational processes based on the Information Technology Infrastructure Library (ITIL) framework.

You'll champion ITSM principles, help ensure the ITSM program achieves its goals, and empower our clients to understand the value of maturing our Service Management program. You'll engage with members of ETSS Portfolios to collect, comprehend, and define their services and processes and analyze and lead process improvement efforts. You'll present recommendations to the internal team and the internal client, articulating the solution concept clearly and how it supports the IT Service Management strategy. You'll develop, coordinate, and implement plans to manage ITSM process implementations and improvements, including identifying and mitigating potential risks as part of the design decisions.

As a process manager, you will help lead the Service Request Management (SRM) and ETSS Service Catalog operations and process improvement efforts. This is an exciting opportunity to help drive critical service delivery decisions, understand ETSS services and application offerings, and help optimize the end-user experience when requesting ETSS services. Due to the nature of work performed within this facility, U.S. citizenship is required.

Join us. The world can’t wait. 

You Have:

  • 5+ years of experience with leading IT business process reengineering and process improvement initiatives of large-scale organizational or technology transformations, including defining key performance indicators to measure process improvement

  • 3+ years of experience with Information Technology Infrastructure Library (ITIL) service life cycle or IT Service Management (ITSM)

  • Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders

  • Ability to lead discussions and reach consensus among various stakeholders to conduct strategic planning, define business objectives, prioritize goals, and mitigate risks

  • Ability to work independently and manage priorities simultaneously

  • Bachelor’s degree


Nice If You Have:

  • 3+ years of experience with managing an enterprise service catalog for a large organization

  • 3+ years of experience with IT service request management process

  • 3+ years of experience with enterprise change management

  • 3+ years of experience with leading strategic framework and methodology development

  • Experience with ServiceNow ITSM or SPM modules

  • Possession of excellent critical thinking and analytical skills

  • Possession of excellent verbal and written communication skills

  • Bachelor’s degree in a Business- or IT-related field

  • ITIL 4 Foundation Certification

  • Project Management Professional (PMP) or Business Process Management (BPM) Certification

Create Your Career: 

Grow With Us 

Your growth matters to us—that’s why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.

A Place Where You Belong 

Diverse perspectives cultivate collective ingenuity. Booz Allen’s culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you’ll build your community in no time. 

Support Your Well-Being 

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we’ll support you as you pursue a balanced, fulfilling life—at work and at home.  

Your Candidate Journey 

At Booz Allen, we know our people are what propel us forward, and we value relationships most of all. Here, we’ve compiled a list of resources so you’ll know what to expect as we forge a connection with you during your journey as a candidate with us. 


At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $75,600.00 to $172,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

  • If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
  • If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

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