ITSM Service Level Management Analyst ( R-00053386 )
More About the Role:
This unique ITSM opportunity provides a challenging role on a high-visibility DoD program through engineering support to the Navy Marine Corps Intranet (NMCI), the largest information technology (IT) network in the world. Leidos is seeking an IT Service Management (ITSM) Process Manager to support efforts for the Service Management, Integration, and Transport (SMIT) contract. For this program, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
The candidate will be responsible for executing processes and procedures to optimize the services delivered by SMIT. In this role, the candidate will be responsible for performing ongoing analysis, and trending and forecasting of service delivery to optimize operational performance and efficiency.
What You'll Get to Do:
•Responsible for producing and validating SLR/PLR metrics for multiple Service Areas.
•Develop and submit monthly status reports on SLRs/PLRs.
•Identify and validate SLR/PLR exclusions and exceptions.
•Develop POA&Ms with proposed corrective actions to address SLR/PLRs that do not meet performance requirements.
•Perform analysis, trending and forecasting to recommend improvements to optimize performance and efficiency.
•Perform analysis to develop business process changes to maximize efficiencies.
•Establish and maintain transparent and respectful working relationships with leadership by site, team members, and Leidos representatives.
•Collaborate and coordinate with external customers, management, subcontractors, vendors, and other disciplines.
•Mentor junior engineers.
You'll Bring These Qualifications:
-Requires B.S. Degree and 4-8 years of prior relevant experience or Masters with 2-6 years of prior relevant experience.
•Experience managing the implementation and operation of ITSM processes aligned with ITIL framework (additional specific experience may be accepted in lieu of degree).
•Understanding of key ITSM processes including Service Level Management and Continual Service Improvement.
•Must have directly demonstrated expertise in developing and analyzing complex metrics reports using tools such as Excel, Access, SQL, BOSS, HPSM.
•Must be able to work collaboratively in a team environment.
•Create a culture which drives continuously improved service delivery.
•Ability to work well with people from many different disciplines with varying degrees of technical experience.
•ITIL v3 certification(s) or ITIL 4 Foundation certification(s).
•Must be a U.S. Citizen with a Secret clearance.
•Travel may be required (post COVID).
These Qualifications Would be Nice to Have:
•Master’s degree in technical discipline.
•Defense industry experience.
•Experience with Navy Process Reference Model (NPRM).
•Experience with USMC Enterprise ITSM Framework processes.
-Information Technology Infrastructure Library (ITIL) version 3 Expert certification
-Information Technology Infrastructure Library (ITIL) version 3 Master certification
-ITIL 4 Strategic Leader certification