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ITIL Business Systems Analyst

Company: Peraton
Location: Hampton
Posted on: September 11, 2023

Job Description:

We are hiring a Project IT Process and Service Level Management Engineer with Technical and Project management skills to coordinate customer alignment with an enterprise IT model across a complex network enterprise supporting an active directory modernization hosting service. The candidate that fills this role will:

  • Have full understanding of the Information Technology Infrastructure Library (ITIL) processes to support day to day operations with the Active Directory services, by engaging with Customers to capture key administrative account information and review the touch points required to support ITIL based processes.
  • Must have the ability to align with the Information Technology Service Management (ITSM) service model to drive strategy, design, transition, operation, and continual improvement.
  • Must be able to facilitate work sessions with both in-house Service Delivery Teams and Government Customers What Youll Do: Manage the SLAs for the contract. This entails understanding and documenting the customers requirements for service levels; working with the service owners to confirm that the defined requirements can be fulfilled and determining if there are any assumptions or exclusions; and drafting the Service Level Agreements for review and approval from the customer. Generate, review, and deliver the SLA reports based on documented frequency. On a regular basis (or as requested by the customer), review the SLAs to determine if any changes are required. The role requires someone who can partner with various stakeholders to effectively manage intake of projects, document business pain-points, redesign business processes and guide the team in developing standard operating procedures (SOPs).
    • Developing metrics for measuring the success of process improvement projects, and delivering those results to leadership
    • Compiling, analyzing and presenting data, findings and progress in a concise manner
    • Lead or assist with the design of work packages within the design of a larger complex Enterprise solution
    • Deliver 'hands-on' implementation of the Peratons solution as part of ITSM projects.
    • Assist with identifying project scope and customer requirements
    • Contributing towards documentation
    • Hands-on delivery of product and appropriate ITSM/ITIL processes
    • Defining interface requirements for multiple organization to build a synchronous enterprise supporting ITSM/ITIL to champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
    • Ensure alignment of ITSM solutions to the corporate and IT strategy.
    • Define and review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
    • Define, understand and articulate alignment of service delivery roles to the enterprise environment, including third parties by working to ensure continuous alignment of the services with the customers needs, i.e. changing work patterns, workloads, revised aims and objectives
    • Define, understand and articulate alignment of service delivery information sources to the clients environment
    • Ability to identify, define, understand and articulate supplemental service delivery work standards required to support the operating environment
    • Ability to support to the Peraton Service Delivery teams on strategies and process improvement activities for the Active Directory Services.
      • Must understands a broad spectrum of company technology and service offerings to align external and internal interface processes which meets Active Directory Service and customer requirements.

        Required Qualifications:
        • US Citizenship with a current active Secret clearance required
        • BS 5-7 Years, MS 3-5, PhD 0-2
        • Bachelors degree in IT, Engineering, related Technology field, or equivalent relevant discipline or combination of education and experience
        • CompTIA Security + or higher (DoD 8570 equivalent)
        • ITIL V4 Foundations Certified
        • Must have a very strong knowledge of the following ITIL processes:
          • Request Management
          • Incident Management
          • Problem Management
          • Change Management
          • Release Management
          • Configuration Management
          • IT Asset Management
          • Service Desk Function
          • Risk Management
          • Experience working with the Air Force on large enterprise projects
          • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, and SharePoint
          • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
          • Self-driven and ability to work independently
          • Flexible working hours to accommodate diverse geographic locations Desired Qualifications:
            • The ability to quickly learn new concepts and technologies and convert them into customer solutions
            • The ability to work independently with minimal supervision
            • A Customer oriented personality exhibiting professionalism and enthusiasm
            • An analytical, detail oriented, thought process with the ability to take a methodical approach to activities such as system analysis and data structuring
            • Good documentation skills
            • Proficient in Microsoft suite of products; advanced command of MS Excel and data modeling/macros a plus
            • Effective communication (i.e., written, verbal and presentation) and project management skills
            • Collaborative, team player with positive attitude and creative problem-solving mindset
            • Ability to create relationships across departmental groups
            • Experience being involved in different types of product implementations
            • Good technical background with the ability to discuss architecture, hardware and software
            • Experienced working in the ITSM or IT services/consulting industry
            • Experienced user of an ITSM products
            • Experience with software and hardware architecture
            • Bachelors degree in IT, Engineering, related Technology field, or equivalent relevant discipline or combination of education and experience

              Peraton Overview:
              Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the cant be done, solving the most daunting challenges facing our customers. Target Salary Range:
              $86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.

              An Equal Opportunity Employer including Disability/Veteran.

Keywords: Peraton, Hampton , ITIL Business Systems Analyst, Professions , Hampton, Virginia

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