TDI (Tetrad Digital Integrity)
IT Service Management (ITSM) Analyst
TDI (Tetrad Digital Integrity), Washington, District of Columbia, us, 20022
4 days ago Be among the first 25 applicants
Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age.
The IT Service Management (ITSM) Analyst will support the Chief IT Customer Solutions officer of our government client. The role will help define the current state of IT services and support ongoing continual service improvement. Key focus areas for this role involve gaining insight into processes, identifying gaps / improvement opportunities, and proposing / implementing solutions that achieve high customer satisfaction and work on various aspects of IT service delivery, such as service strategy, service design, service transition, service operation, and continual service improvement.
The position will require 3 days in the client’s office in Washington, DC and 2 days remote.
Responsibilities
Oversee and optimize the delivery of ITSM processes
Define stakeholder expectations for service delivery and maintain that definition as it evolves over time
Translate stakeholder expectations into measurable criteria (SLOs, SLAs, KPIs, metrics) by conducting thorough requirements gathering, ensuring alignment with business objectives, and defining clear, actionable, and achievable performance indicators to monitor and ensure service quality
Define and gather data sources (business intelligence) that can be leveraged for insight into performance, measure performance improvement, and support data driven decision making
Define and analyze current processes and provide SWOT/GAP analysis of the current support operations relative to established success criteria to develop actionable recommendations for improvement
Ensure adherence to ITIL best practices and alignment with organizational goals
Generate regular reports and dashboards to provide insights into performance, trends, and areas for improvement, including resource utilization reporting
Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible
Facilitate effective communication to help leadership achieve a common understanding of success criteria and definition of the challenges that need to be solved for consistent success
Develop trust and strong relationships with varied service teams / team members to gain insight into the “day to day” support operations
Qualifications
Bachelor’s degree in related field of study and 5 years’ experience in an IT service leadership position or additional work experience in lieu of education
Demonstrated knowledge of IT Service Management (process, tools, best practices)
Proven experience in coordinating and optimizing ITSM processes
Familiarity with formalized quality / change management methodologies like Six Sigma, ISO, COBIT, Kaizen and real-world lean application of these techniques
Experience developing, measuring, and achieving appropriate service level objectives, service level agreements, and associated reporting metrics that measure performance
Experience working / aggregating data from various IT support systems such as ServiceNow / Remedy, SCCM, Help Desk ACD data, Active Directory, and various computing end point reporting software inventory tools (BigFix or similar)
Demonstrated ability to perform ad hoc / short term analysis of aggregated information in MS Excel
Experience leading Problem Management processes and conducting Root Cause Analyses (RCAs)
Familiarity with driving reporting requirements for and working with more formalized reporting tools like Microsoft Power BI, Crystal Reports or similar reporting platforms
Strong analytical skills to identify and address underlying causes of recurring issues
Proficiency in developing and presenting metrics, dashboards, and reports related to ITSM performance
Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers
Preferred Qualifications
ITIL training or certification with a focus on ITSM is preferred
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Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age.
The IT Service Management (ITSM) Analyst will support the Chief IT Customer Solutions officer of our government client. The role will help define the current state of IT services and support ongoing continual service improvement. Key focus areas for this role involve gaining insight into processes, identifying gaps / improvement opportunities, and proposing / implementing solutions that achieve high customer satisfaction and work on various aspects of IT service delivery, such as service strategy, service design, service transition, service operation, and continual service improvement.
The position will require 3 days in the client’s office in Washington, DC and 2 days remote.
Responsibilities
Oversee and optimize the delivery of ITSM processes
Define stakeholder expectations for service delivery and maintain that definition as it evolves over time
Translate stakeholder expectations into measurable criteria (SLOs, SLAs, KPIs, metrics) by conducting thorough requirements gathering, ensuring alignment with business objectives, and defining clear, actionable, and achievable performance indicators to monitor and ensure service quality
Define and gather data sources (business intelligence) that can be leveraged for insight into performance, measure performance improvement, and support data driven decision making
Define and analyze current processes and provide SWOT/GAP analysis of the current support operations relative to established success criteria to develop actionable recommendations for improvement
Ensure adherence to ITIL best practices and alignment with organizational goals
Generate regular reports and dashboards to provide insights into performance, trends, and areas for improvement, including resource utilization reporting
Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible
Facilitate effective communication to help leadership achieve a common understanding of success criteria and definition of the challenges that need to be solved for consistent success
Develop trust and strong relationships with varied service teams / team members to gain insight into the “day to day” support operations
Qualifications
Bachelor’s degree in related field of study and 5 years’ experience in an IT service leadership position or additional work experience in lieu of education
Demonstrated knowledge of IT Service Management (process, tools, best practices)
Proven experience in coordinating and optimizing ITSM processes
Familiarity with formalized quality / change management methodologies like Six Sigma, ISO, COBIT, Kaizen and real-world lean application of these techniques
Experience developing, measuring, and achieving appropriate service level objectives, service level agreements, and associated reporting metrics that measure performance
Experience working / aggregating data from various IT support systems such as ServiceNow / Remedy, SCCM, Help Desk ACD data, Active Directory, and various computing end point reporting software inventory tools (BigFix or similar)
Demonstrated ability to perform ad hoc / short term analysis of aggregated information in MS Excel
Experience leading Problem Management processes and conducting Root Cause Analyses (RCAs)
Familiarity with driving reporting requirements for and working with more formalized reporting tools like Microsoft Power BI, Crystal Reports or similar reporting platforms
Strong analytical skills to identify and address underlying causes of recurring issues
Proficiency in developing and presenting metrics, dashboards, and reports related to ITSM performance
Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers
Preferred Qualifications
ITIL training or certification with a focus on ITSM is preferred
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