Description
Description
SAIC is seeking a Change Management Analyst in Coronado CA!
The Change Management Analyst (CMA) tracks and manages assignment, status and completion of IT Change Requests (CRQ) and Incident (INC) tickets supporting Naval Special Warfare commands in Coronado, CA. The CMA reviews submitted CRQs for completeness and proper routing for government approval. Once approved, the CMA ensures assignment to the proper group for fulfillment and periodically follows up with both the customer and the assigned group to ensure timely completion. The CMA works closely with N6 Operations teams, both government and contractor, to ensure any issues impacting completion schedules are addressed in a timely manner.
The Change Management Analyst will work in BMC Remedy, the Change, Incident and Asset Management Tool, to track all Change and Incident records submitted by, and assigned to, members of Naval Special Warfare Command and its Components.
Specific duties:
- Monitor and report on NSW Remedy tickets in queues supported throughout the SITEC III contract.
- Track status of NSW INC and CRQ tickets against Service Level Agreements, if assigned
- Assist with the resolution of INC tickets when assigned
- Work closely with the Enterprise Consolidated Service Desk (CSD) to:
- ensure tickets the Service Desk cannot resolve are escalated to the correct NSW queues in a timely manner
- provide feedback and SOPs to CSD Leads when significant NSW Changes are implemented
- Assist Government and Contractor teams by adding/removing personnel from Remedy Assignment queues per approved requests
- Make recommendations for service process improvement
- Review Customer Feedback Survey reports related to completed Change and Incident tickets
- Assist with reopening and reassigning tickets that customers indicate were not fully completed/resolved
- Analyze Incident trends and recommend corrective actions
- Review Change and Incident queues on a daily basis and recommend resource realignment when needed
- Assist with ticket escalation to next Tier level when required
- Ensure that Change and Incident management processes are followed
- Periodically review tickets to ensure adequate notes for later review and analysis
- Provide input to problem management teams during root cause investigations
Qualifications
- Bachelor's Degree plus minimum of 5 years of experience using the Remedy product and/or using report generation and analysis tools.
- US Citizenship and ability to receive and maintain a Top Secret/SCI security clearance.
- Must meet DOD IAT Level 2 certification requirements to be able to obtain/maintain an Administrative Account on the network (typically met via a
- COMPTIA Security+ (SEC+) cert, but other certs may satisfy requirement). **Note: SITEC II required ITIL v4 and ITIL RCV certs for Change Management
Desired Experience/Skills:
- Managing DOD IT requirements & solutions
- Managing tasks & priorities
- Excellent written and verbal communication skills
- Self- motivated, creative, willing to work as a member of a team, organized and able to manage individual schedules
- Flexible and willing to work in a rapidly changing environment
- Must have valid US passport for travel outside of CONUS
- Must fully understand and adhere to DOD Cyber Security Requirements
Target salary range: $125,001 - $135,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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