Job was saved successfully.
Job was removed from Saved Jobs.

Job Details


Leidos

IT Service Management (ITSM) Knowledge Analyst ( R-00057196 )

Customer Service

Analyst

Yearly

No

Reston, Virginia, United States

Description

Job Description:

More About the Role:
Leidos is seeking an IT Service Management (ITSM) Knowledge Analyst to support efforts for NGEN-R; supporting the largest IT services program for the Navy. Under the Service Management, Integration, and Transport portion of NGEN-R, 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.

Leidos is seeking an ITSM Knowledge Analyst to establish and support the "Knowledge Management” environment for NGEN-R. The job begins with understanding the Department of Navy’s KM strategic plan and vision, transition activities that include analyzing and reviewing as-is environment and its maturity, the processes and procedures, process interfaces, tools, and skills to provide the NGEN-R KM Plan. We are looking for a talented individual to facilitate transition of the Knowledge Management content from the incumbent contractor solution to the Leidos proposed solution. Following a successful transition, the candidate will be responsible to perform ongoing governance and continual process improvement to optimize performance and efficiency of the Knowledge Management environment to ensure that Leidos is meeting the goals outlined in the KM Plan.

What You'll Get to Do:
•Lead development and maintenance of the Knowledge management plan and associated processes.
•Support the performance of Gap Analyses reviewing documentation & validating against what is completed.
•Validate workflows, problem escalation rules, and roles.
•Establish & maintain transparent and respectful working relationships with Government & Incumbent leadership by site, team members, and Leidos representatives.
•Implement and govern the execution of the knowledge management plan and associated processes.
•Implement improved processes for identifying potential compliance issues.
•Planning and executing a quarterly KM Community of Practice (CoP) meeting to exchange best practices, provide status on enterprise KM activities and effectiveness, and plan for future KM initiatives.
•Ability to maintain transparent and respectful working relationships with Government & Incumbent leadership by site, team members, and Leidos representatives.
•Support the implementation and maintenance of the knowledge management plan and processes including identifying opportunities for improvement.
•Maintain access to the knowledge management portal.
•Support KM Community of Practice (CoP) meetings to exchange best practices, provide status on enterprise KM activities and effectiveness, and plan for future KM initiatives.

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 (preferably in Computer Science, MIS or related field).
•Currently possess an active DoD Secret Clearance.
•Demonstrated experience managing the implementation and operation of ITSM processes aligned with ITIL framework.
•Experience with documenting processes and procedures and creating Standard Operating Procedures (SOPs).
•Experience with the implementation and operation of ITSM processes.
•Understanding of key ITSM processes and how they intersect with Knowledge Management.
•ITIL v3 certification(s) or ITIL 4 Foundation certification(s).
•Ability to work as a team member to meet customer requirements.
•Ability to provide ITSM process training.
•Excellent communication (written and oral) and interpersonal skills.
•Demonstrated experience supporting the implementation and operation of ITSM processes aligned with ITIL framework.
•Good organizational, multi-tasking, and time-management skills.

These Qualifications Would be Nice to Have:
•Information Technology Infrastructure Library (ITIL) version 3 Expert certification or Information Technology Infrastructure Library (ITIL) version 3 Master certification.
•ITIL 4 Strategic Leader certification.
•Experience with Navy Process Reference Model (NPRM).
•Experience with USMC Enterprise ITSM Framework processes.
•Ability to provide ITSM process training.
•Excellent communication (written and oral) and interpersonal skills.
•Good organizational, multi-tasking, and time-management skills.
•Information Technology Infrastructure Library (ITIL) version 3 Expert certification.
•Information Technology Infrastructure Library (ITIL) version 3 Master certification.

External Referral Bonus:Ineligible

External Referral Bonus $:

Potential for Telework:Yes, 100%

Clearance Level Required:Secret

Travel:Yes, 10% of the time

Scheduled Weekly Hours:40

Shift:Day

Requisition Category:Professional

Job Family:Business Systems Analysis

Pay Range:Pay Range $65,000.00 - $100,000.00 - $135,000.00

#Remote