IT Service Management (ITSM) Analyst

About the role

Client Solution Architects (CSA) is currently seeking a IT Service Management (ITSM) Analyst to support a program at Dahlgren Naval Base.

This position is contingent upon award.

How Role will make an impact

• Generating documentation, monitoring ITSM process and practice performance, assisting with improving the IT experience of our stakeholders by measuring human-centric metrics, reporting on key performance indicators (KPIs) and other metrics, and drive continuous service improvement.
• Manages the coordination with Service Owners to design new services and enhance existing services.
• Coincide with Service Owners to develop and maintain processes and workflows to design and transition services to Operations.
• Coincide with Service Owners to define service quality metrics and Service Level Objectives (SLOs) for new and enhanced services.

Requirements

• C clearance: Must possess and maintain an active Secret Clearance
• Three (3) years of professional experience in relation to designing, implementing, and monitoring IT service management processes and practices within an organization, using frameworks like ITIL and Scrum, to ensure efficient product and service delivery by analyzing operational data, technical data, IT experience data, or any combination of those to identify areas and strategies for improvement.
• Collaborate with business and technical teams to optimize IT products and services and align them with business objectives.