IT Service Management Analyst

About the position

As an IT Service Management Analyst at Rays Technologies, you will play a crucial role in enhancing our IT service management processes. Your expertise will be pivotal in implementing and managing ITIL practices across various service management areas. You will be responsible for providing knowledge and expertise in Service Strategy, which includes Portfolio, Demand, Financial, Strategy, Business Relationship, and Customer Relationship Management. In Service Design, you will focus on Capacity, Availability, Continuity, Service Level, Risk, Security, Compliance, and Service Catalog Management. In the Service Transition phase, your responsibilities will encompass Change, Release and Deployment, Knowledge Management, Configuration and Asset Management, Transition Planning and Support, Change Evaluation, Test and Validation, and Supplier Relationship Management. You will also be involved in Service Operations, which includes Incident, Event, Problem, Access, Service Desk, Request Fulfillment, IT Operations, Technical Management, and Applications Management. Additionally, you will contribute to Continual Service Improvement by applying the seven-step improvement process and various CSI methods and techniques. A working knowledge of ServiceNow applications is essential, as you will leverage this platform to enhance service delivery and management. Your role will require collaboration with various stakeholders to ensure that IT services align with business needs and objectives. You will also be expected to manage and lead ITSM projects, particularly within a federal contracting environment, ensuring compliance with relevant standards such as ISO 20000 and ISO 27001. Your strong analytical and problem-solving skills will be critical in identifying areas for improvement and implementing effective solutions.

Responsibilities

• Provide knowledge and expertise in ITIL areas including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement.
• Manage and implement ITIL practices across various service management areas.
• Work with ServiceNow applications to enhance service delivery and management.
• Collaborate with stakeholders to ensure IT services align with business needs.
• Lead ITSM projects within a federal contracting environment.
• Apply the seven-step improvement process and CSI methods and techniques.

Requirements

• Bachelor's degree in a relevant field.
• 5+ years of relevant experience in IT service management.
• Experience with ServiceNow for at least 3 years.
• Active DoD Secret Clearance required.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Familiarity with Agile and DevSecOps methodologies.
• Knowledge of ITSM tools such as BMC Remedy and Jira Service Management.
• Familiarity with ISO 20000 and ISO 27001 standards.

Nice-to-haves

• ITIL Intermediate or Expert certification.
• Certified Information Systems Security Professional (CISSP).
• Project Management Professional (PMP) certification.