ITSM Management Analyst, Journeyman

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

📋 Description

• Assist in the development, upkeep, and ongoing enhancement of the ITSM Plan and Service Management System.

• Document and uphold ITSM policies, processes, procedures, roles, responsibilities, controls, technologies, and reporting needs.

• Create mappings of current and future state service-management processes utilizing standardized process models.

• Evaluate processes to pinpoint gaps, redundancies, bottlenecks, ambiguous handoffs, control weaknesses, and opportunities for automation.

• Create and sustain RACI matrices for ITSM processes and cross-functional workflows.

• Formulate, revise, and standardize operating procedures, process guides, knowledge articles, workflows, templates, and checklists.

• Lead process-design sessions, reviews with process owners, working groups, governance meetings, and workshops focused on continuous improvement.

• Oversee document reviews, integrate stakeholder feedback, resolve comments, and maintain approved process baselines.

• Facilitate the implementation and integration of service-management processes across ENLIST tasks and technical service areas.

• Assess SLA/SLO performance, KPIs, operational metrics, service trends, exceptions, and recurring issues.

• Generate process-performance reports, dashboards, briefings, findings, and recommendations for improvement.

• Aid process owners in defining objectives, inputs, activities, outputs, controls, measures, interfaces, and escalation procedures.

• Assist with service portfolio, service catalog, service-level, availability, capacity, continuity, information-security, and cost-control processes.

• Support project transitions, change management, release and deployment, knowledge management, service-validation, incident management, request handling, problem management, event management, and access-management processes.

• Review Daily System Status Reports and operational data to identify trends, reporting gaps, and areas for improvement.

• Monitor process findings, improvement actions, responsible owners, target dates, dependencies, status, and evidence of completion.

• Facilitate root-cause analyses and the development of corrective and preventive actions.

• Ensure that approved process improvements are implemented, documented, communicated, and measured.

• Maintain a register for continuous improvement and assist in prioritizing actions based on mission impact, risk, value, and effort level.

• Contribute to ITSM maturity assessments and the formulation of service-management roadmaps.

• Provide ITSM process and performance data for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.

• Support training, communication, and stakeholder adoption of new or revised service-management processes.

• Maintain process documentation, review histories, approval records, metrics, findings, lessons learned, and audit trails.

• Safeguard sensitive Government, program, operational, performance, and personnel information.

⛳️ Requirements

• Active Secret clearance or higher is required.

• Bachelor’s degree in Business, Management, Information Technology, Information Systems, or a related field.

• A minimum of 5 years of pertinent professional experience.

• Current ITIL Foundation certification or a higher level of certification.

• Experience in IT service management, management analysis, business-process analysis, process enhancement, service delivery, or a related area.

• Experience supporting Department of Defense, federal civilian, or other Government programs.

• Background in developing, maintaining, or enhancing an ITSM Plan or Service Management System.

• Experience in mapping current-state and future-state processes using recognized process-modeling techniques.

• Proficiency in creating RACI matrices, standard operating procedures, process guides, knowledge articles, workflows, and control documentation.

• Skilled in facilitating process reviews, requirements sessions, working groups, governance meetings, or improvement workshops.

• Experience analyzing SLAs, SLOs, key performance indicators, operational metrics, and service-performance trends.

• Ability to identify process gaps, bottlenecks, control weaknesses, unclear handoffs, and automation opportunities.

• Experience managing continuous improvement registers, corrective actions, action plans, or process-remediation initiatives.

• Background in conducting root-cause analyses and validating process enhancements.

• Familiarity with incident, problem, change, release, deployment, request, event, access, knowledge, availability, capacity, continuity, configuration, service-level, or service-catalog management.

• Knowledge of ITIL Version 5 concepts.

• Experience with ServiceNow, BMC Helix, Jira Service Management, Microsoft Visio, Power BI, SharePoint, or similar platforms.

• Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, or hybrid service-delivery environments.

• Strong analytical, process-modeling, problem-solving, and continuous improvement skills.

• Excellent written, verbal, facilitation, and stakeholder communication abilities.

• Strong organizational, documentation, and time-management skills.

• High attention to detail and a commitment to maintaining accurate, usable, and consistently managed process documentation.

• Ability to translate complex service-management activities into clear processes, procedures, roles, and controls.

• Capacity to coordinate multiple reviews, documentation updates, metrics, and improvement actions.

• Capability to work independently while maintaining accountability, discretion, and consistent follow-through.

🏝️ Benefits

• Regular full-time employment.

• Remote work arrangement available.

• Preference will be given to candidates located in or around Chicago.

• Opportunity to contribute to an active competitive government contract bid.

• Equal employment opportunity and affirmative action protections.