IT Incident & Service Management Analyst

Responsibilities

• Act as the central point of contact for all Marine Corps Cyberspace Operations Group (MCCOG), Incident, Event, and Service Request Management (IM/EM/SRM) activities.
• Interface with MCEN Battle Captains and Queue Managers for the purpose of ensuring adherence to performance standards and resolution of Incidents/Service Requests and Events in accordance with required response times.
• Oversee daily operations to ensure technicians strictly follow established Standard Operating Procedures (SOPs) and system workflows.
• Evaluate complex incident data to identify operational trends, isolate root causes, and proactively identify potential problem sources.
• Create detailed management reports that establish and track Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and customer service metrics to accurately measure process effectiveness.
• Conduct technical and non-technical procedure reviews to recommend workflow enhancements and identify targeted training requirements based on operational gaps.
• Provide technical support to ensure all incident records are accurately documented and assist in the implementation of the MCEN Proactive Event Management capability.

Qualifications

• 3 years of professional experience in IT Service Management (ITSM).
• Experience with documenting processes and procedures and maintaining standard operating procedures (SOPs).
• Experience with handling classified information responsibly.
• Aptitude to address personnel difficulties or negative situations proactively and resolve them in a professional, positive manner.
• Experience managing, reviewing, and approving employee time.
• Experience conducting formal performance evaluations, establishing employee goals, and providing constructive, ongoing feedback to team members.
• Demonstrated ability to act as an administrative liaison between Team members, the PM, and corporate headquarters (HR, payroll, security) to resolve personnel inquiries.
• Experience gathering and consolidating inputs from multiple team members to draft and deliver clear administrative reports or contract deliverables to a Program Manager.
• Proficient with BMC Remedy
• Good working knowledge and skills with Microsoft (MS) Office products
• Foundational knowledge of Active Directory (AD) and Network Infrastructure to understand the context of service disruptions.
• Detail Oriented and possess the ability to multitask.
• DoD 8570 IAM I (CAP, GSLC, Security + CE).
• ITILv3 or higher