ITSM Business Analyst - Mid

Company: Sev1Tech LLC
Location: Washington
Posted on: February 2, 2025

Job Description:

Overview/ Job ResponsibilitiesSev1Tech is seeking an IT service management (ITSM) Business Analyst to join our Network Operations Security Center (NOSC) team on a contract supporting the Department of Homeland Security's network and security operations. The ITSM Business Analyst (mid-level) will work as part of a PMO but closely collaborate with team members across the program.Responsibilities include but are not limited to:

• Play a role in the stand-up and development of a NOSC PMO
• Review of current program operations and identification of improvement opportunities
• Align services and processes to ITIL v4 and the NIST Cyber Security Framework
• Support development of doctrine and documentation, including (but not limited to) an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and CSP Implementation Plan
• Collect and analyze requirements for an ITSM system to track service delivery performance
• Support establishment of a Continuous Service Improvement Program (CSIP)
• Develop SOPs that integrate cybersecurity and network management procedures
• Recommend performance and investment metrics for assessing staffing, policy, procedure effectiveness, cost, and infrastructure
• Perform requirements analysis and design for a comprehensive Knowledge Management repository
• Support development of Knowledge Management repository governance, usage, and maintenance
• Develop an SOP for responding to customer and contractor data calls
• Other duties as assignedMinimum Qualifications
  • Bachelor's degree in Computer Science, Information Technology, Cyber Security or equivalent education required; additional two (2) years of professional IT experience can be considered in lieu of a degree
  • Four (4 plus) years in the federal IT services contracting industry
  • Experience on an IT infrastructure operations and engineering contract
  • Experience assessing business and technical operations processes and procedures
  • Experience identifying areas for improvements and supporting their implementation
  • Knowledge of ITSM and ITIL
  • Experience with an ITSM tool - e.g., ServiceNow
  • Ability to work effectively with customers as well as contractor operations and engineering staff
  • Experience performing requirements analysis
  • Experience creating, revising, updating, and maintaining documentation such as SOPs
  • High level understanding of networking and cyber security
  • Proficiency with Microsoft products such as Excel, PowerPoint, Word, and Visio
  • Ability to communicate clearly and effectively with customers
  • Clearance Requirement: Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferredDesired Qualifications
    • Previous DHS experience
    • PMO experience
    • ITIL V4 certification
    • ServiceNow Certification
    • Previous Network Operations Center (NOC) or IT Operations experience
    • Secret or Top Secret Security Clearance
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Keywords: Sev1Tech LLC, Washington DC , ITSM Business Analyst - Mid, Professions , Washington, DC