ITSM Analyst
H2 Performance Consulting Corporation, United States
Job Description
H2 Performance Consulting is subject to the Vietnam Era Veteran's Readjustment Assistance Act as a Federal Contractor and is an Equal Opportunity/Affirmative Action Employer and strives to build a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status. Additionally, as mandated under Executive order 12989, H2 is required to verify employment eligibility of selected candidates through the Department of Labor’s - E-Verify.
H2 Performance Consulting (H2) is seeking a ITSM Analyst. The ITSM Analyst will support for the USMC Azure Mission Owner Landing Zones (MOLZ) and DevSecOps (DOS) programs which entails delivering an efficient and compliant architecture that will maintain Marine Corps Azure SACA 2.0 framework throughout the sustainment process. This includes creating process and tools integrations that will enable leaders to effectively plan, manage, execute, and monitor Azure DSO operations and MOLZ and enable customer on-boarding processes.
The ITSM Analyst responsibilities will include:
· Establishes Information Technology Service Management (ITSM) and IT Operations
· Management (ITOM) guidance for the USMC Azure Portfolio in accordance with
· Information Technology Information Library (ITIL) framework per the Navy Process
· Reference Model (NPRM).
· Supports program specific ITSM/ITOM activities.
· Researches, develops, and recommends solutions to integrate people, processes, and
· technology towards an IT service management-based framework.
· Supports strategy, concept of operations, process, and procedures development
· using DoD and DON standards and policies and industry best practices, including
· ITIL.
· Develops recommended process creation and improvement diagrams and operating procedures.
· Identifies and establishes comprehensive metrics reports, graphs, and analysis by compiling complex data from multiple sources; creating metric templates, standards, and dashboards.
· Manages all end-to-end Process Capability Assessments (PCAs) process activities, including: tracking project schedule, coordination of assessment activities, synthesize stakeholder inputs and facilitate team cohesiveness.
· Assesses current ITSM processes within USMC Azure DevSecOps to evaluate the capability level rating against DoD policies amp; standards, compose reports, provide recommendations, perform SWOT analysis.
· Review processeses, proposes efficiency improvements, and implements approved process improvements.
· Identifies workflows and processes that help streamline communication and operational efficiency.
· Provides SME support in the creation, review and updating of Standard Operating Procedures (SOP), coordinating with various departments. Evaluates the SOP on a periodic basis and identify potential SOP revisions as needed to support continuous improvement.
· Acts as a change agent, systematically driving continuous improvement and operational excellence methodologies and change throughout Client Success.
· Implements data collection mechanisms in areas where additional data is required for process analysis Partner with internal support teams to prioritize and implement system enhancements required for improved process flows to drive operational efficiencies.
· Ensures the completion of programs, projects or tasks within estimated timeframes and budget constraints
· Ensures that the quality of the program, project or task deliverable meets the established standards or metrics
Qualifications:
- Bachelor’s Degree in Computer Science or Systems Engineering w/5 Years of experience
- ITIL v3 Certification(s) the higher level Intermediate and Expert certifications are preferrable.
- Demonstrated strong critical thinking skills
- Experience performing process assessments or audits
- Proficiency in Microsoft Office applications, particularly Project, Visio, Access, Word, Excel and PowerPoint
- Ability to think independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills
- Exemplary customer/client management skills and techniques
- Ability to analyze data, identify issues, develop improvements and implement process improvement initiatives
- Ability to perform quantitative analysis of key process indicators to identify opportunities for process improvement
- Ability to analyze information to find trends or diagnose problem areas
- Experience defining and reporting on operational metrics
Preferred Skills:
- Experience working in an IT environment in an operational capacity