Service Management and Operations Architect

Key Role:

Serves as the team's Defense Enterprise Service Management Framework (DESMF) and IT Service Management (ITSM) SME, ensuring the program employs best practices across their service management process baseline. Analyze the development of activities, policies, and processes to improve IT services. Analyze the production of documentation, including onboarding, service requests, service desk, problem or incident management, change control and continual improvement plans, SOPs, service desk optimization, and Net-Readiness Review Board (NRRB) checklists. Analyze trends in the DoD workspace and industry to make process improvement recommendations to the client. Interface and participate in business development discussions across cross-functional teams. Assist business development teams with engaging with potential customers to determine critical requirements and innovative ITSM solutions and assess client activities to identify and eliminate gaps or inconsistencies in their current services architectural design. Identify and implement improvement initiatives to meet the needs of a constantly changing mission environment, ensuring SLAs, SLOs, KPPs, and KPIs are maintained.

Basic Qualifications:

  • 5+ years of experience with ITSM or enterprise IT services development and delivery management
  • 2+ years of experience with DESMF or DoD enterprise IT services development and delivery management

  • Experience in interfacing Office 365 with on-premises service desk platforms

  • Experience in the following technical and ITSM areas: ITSM plan development, DESMF, DoD IT infrastructure, help desk, configuration and life cycle management, continuity of operations planning, large-scale network operations and sustainment, and v3 Foundations Managing Across The Lifecycle (MALC)

  • Knowledge of ServiceNow and BMC Remedy/BMC Helix ITSM

  • Active Secret clearance
  • BA or BS degree in Computer Engineering, Information Systems, Telecommunications, or MIS

Additional Qualifications:

  • Knowledge of Office 365, Azure, and associated APIs
  • Possession of excellent oral and written communication skills, including engaging with senior management, potential customers, and engineers to develop and sell solutions

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

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