Enterprise Service and Configuration Management Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify, document, and oversee configuration items (CIs), including their relationships and dependencies.

• Control, record, report, audit, and verify CI attributes such as versions, baselines, and relationships.

• Ensure CI integrity throughout the service lifecycle in collaboration with change management.

• Establish and maintain a thorough and accurate Configuration Management Database (CMDB).

• Keep configuration information up-to-date for historical, planned, and active CIs and services.

• Diagnose and drive issues from identification through to resolution, including gap analysis and action planning.

• Analyze operational data to generate precise reports that highlight trends, anomalies, and insights.

• Coordinate, develop, and publish responses to customer data inquiries regarding configuration and operational data.

• Communicate effectively with customer and contractor teams regarding responses.

• Assist in tracking and reporting incidents, requests, problems, and changes.

• Collaborate with Peraton, customer support, and application teams to resolve incidents and problems efficiently.

• Monitor unresolved incidents, requests, change tasks, and problems, engaging teams for timely updates and closures.

• Coordinate and support the development of Root Cause Analyses (RCAs) for customer submission, review, and approval.

• Host and facilitate the Daily Operations Review Meeting (DORM).

• Manipulate, clean, and analyze large datasets in MS Excel utilizing vLOOKUP, MATCH, IF statements, Pivot Tables, Macros, and related tools.

⛳️ Requirements

• 5 years of experience with a BS/BA or 9 years with a HS Diploma/equivalent.

• Familiarity with ITIL and essential ESM concepts, including incident, change, and problem management, process improvement, configuration management, and change control board support.

• Excellent verbal and written communication abilities.

• Capability to articulate clearly and concisely while conveying complex or technical information in an understandable manner.

• Proficient in understanding and interpreting complex information.

• Proven ability to collaborate with various teams to gather data and respond to customer data requests.

• Must be a US Citizen.

• Must be able to obtain and maintain the necessary agency clearance.

• ITIL V3 or later certification is preferred.

• Ability to implement a structured methodology in enterprise services management operations activities.

• Competence in hosting and supporting high-level operational support meetings involving multiple teams and stakeholders.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Health savings account.

• Short-term disability.

• Long-term disability.

• Employee assistance program (EAP).

• Parental leave.

• 401(k).

• Paid time off (PTO) for vacation.

• Company-paid holidays.

• Potential eligibility for overtime.

• Potential eligibility for shift differential.

• Potential eligibility for a discretionary bonus.