The ITSM (Information Technology Service Management) Analyst is accountable for proposing and developing new service management functions and for the maintenance of existing service management functions, including and not limited to Change Management. The role is responsible for general prioritization and governance activities, including and not limited to implementing process improvements, test plans, testing the new service products, and assisting in the design of methods and procedures for use by the Delivery and Operations staff to ensure all systems are meeting minimum standards and end user requirements.
Works to in form an ITSM roadmap and helps to provide input into prioritization of needed functions and appropriate timing.
Packages prioritized service management pillars to include development, implementation and ongoing maintenance.
Performs operational management of the Change Management and other existing service management functions. Schedules, plans for,facilitates, and documents all Change Advisory Board meetings. Responsible for updating any necessary documentation as required for the CAB.
Performs industry research and proposes approaches for new service management functions.
Develops all aspects of new service management functions, including and not limited to functional requirements, documentation, system/tool design, measure and reporting, audit plan, and organizational roll out.
Collaborates with all applicable teams, to include the Product Development and the Project Management teams, to ensure the effectiveness and quality of the components and systems developed
Contributes to the writing procedures and documentation for new processes and procedures
Using available data, conducts continual service improvement efforts around relevant pillars of ITSM. Works to communicate findings and build support to implement proposed changes.
As applicable, afterhours may be necessary to support after hours deployments, changes or major incident response
Typical Education & Experience
Typically a Bachelor's Degree and 4 years work experience or equivalent experience
Required Skills and Education
ITIL ® Foundation Certificate in IT Service Management
Experience: 2+ years in ITSM performing the above functions with proven results
Relevant process improvement experience and technical experience performing the above functions with proven results
Technical experience with Configuration Management Databases (CMDB) and service delivery design
Ability to execute and document test plans, test cases, and test scripts
Strong documentation skills.
Intermediate analytical and deductive reasoning skills.
Strong facilitation and conflict management skills
Strong written & verbal, and group communication skills
Good collaborator, self-starter, and process oriented
Ability to multi-tasking skills and the ability to effectively balance the needs of multiple initiatives in parallel
Exceptional attention to detail
Creativity and flexibility in managing multiple issues simultaneously
Demonstrated collaboration with other work groups to solve complex issues
Preferred Skills and Education
DOJ CSAM experience
Experience understanding Nessus reports and how to address the findings
Experience with Bigfix as a user, understanding reports, understanding the deployment tools
Experience understanding the DOJ SPDR and mitigating issues identified
About BAE Systems Intelligence & Security
BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That's BAE Systems. That's Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit www.baesystems.com and follow us on Facebook: www.facebook.com/baesystemsintel.
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