Service Management and Operations Subject Matter Expert

Key Role:

Serve as the team's Defense Enterprise Service Management Framework (DESMF) and IT Service Management (ITSM) SME. Produce relevant documentation associated with cloud operations, including onboarding, service desk, problem and incident management, change control, and continual improvement plans. Interface service management platforms, including ServiceNow and BMC Remedy to Office 365 Cloud systems. 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 in engaging with potential customers to determine critical requirements. 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:

-2+ 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 with ServiceNow and BMC Remedy and BMC Helix ITSM

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

-Knowledge of DESMF, DoD IT infrastructure, help desk, configuration and life cycle management, continuity of operations planning, and large-scale network operations and sustainment

-Active Secret clearance

-BA or BS degree

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

Clearance:
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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