ITSM Analyst

About the role

Trace Systems is seeking an ITSM Analyst to provide oversight and expertise for EACN service-management configuration, processes, reporting, training, and sustainment at Joint Base Andrews. The analyst will use ServiceNow to strengthen incident, change, knowledge, asset, and configuration-management workflows.

Responsibilities

• Provide ITSM configuration-management oversight and expertise and sustain the approved ServiceNow platform.
• Configure and customize EACN software to gather statistics, support trend analysis, and reflect system-design changes and equipment upgrades.
• Support user-submitted configuration-change requests within platform and governance constraints.
• Analyze ITSM data and recommend improvements to incident, change, knowledge, configuration, and asset-management processes.
• Create and maintain reports, dashboards, metrics, process documentation, knowledge articles, and standard operating procedures.
• Provide ServiceNow and Trouble Ticket System training using Government-furnished devices, software, and commercial training aids.
• Coordinate requirements and changes with users, developers, engineers, incident responders, and Government stakeholders.
• Verify the accuracy and completeness of incident records, descriptions, resolution details, and performance metrics.

Qualifications

• Active, in-scope US Government issued Top Secret clearance (minimum); higher-level eligibility may be required based on assigned access.
• Due to the nature of the work and contract requirements, US Citizenship is required.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 431 Knowledge Manager, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying 8140 credentials include a Bachelors degree in Computer Science or Cybersecurity or Data Science or Information Systems or Information Technology or Software Engineering or completion of relevant military training.
• Qualifying 8140 certifications may include a SSCP, Security+, or other DoD 8140-approved certifications. Higher proficiency-level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
• Strong verbal and written communication skills and the ability to coordinate effectively with technical and non-technical personnel.
• Ability to work in a secure DoD environment and comply with applicable Air Force, installation, and program security requirements.
• 3+ years of IT service management, business analysis, ServiceNow administration, process improvement, or configuration-management experience.
• Current ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification, or ability to obtain it within six months of employment.
• Working knowledge of ITIL practices and ServiceNow incident, change, knowledge, configuration, and asset-management workflows.
• Experience developing metrics, dashboards, process documentation, and end-user training.

Desired Qualifications

• ITIL certification and experience with ServiceNow ITSM, CMDB, ITAM, reporting, training, or platform governance.
• Experience supporting Air Force, EACN, GSOC, A2G2, or 24/7 mission operations.
• Prior military service or experience supporting Department of Defense or U.S. Air Force customers.
• Experience supporting mission-essential communications in distributed, multi-site environments.

Education

High school diploma or equivalent required; bachelor's degree in information systems, business, or a related field preferred.

Pay

Salary Minimum: $82,000 Salary Maximum: $105,000

Benefits

Trace provides a comprehensive benefits package to eligible employees, which may include health insurance coverage, flexible spending accounts, an employee wellness program, life and disability insurance, a retirement savings plan, company holidays, and paid time off (PTO).