ITSM Business Analyst - Mid

Sev1Tech is seeking an IT service management (ITSM) Business Analyst to join our Network Operations Security Center (NOSC) team on a contract supporting the Department of Homeland Security’s network and security operations. The ITSM Business Analyst (mid-level) will work as part of a PMO but closely collaborate with team members across the program.

Responsibilities include but are not limited to:

• Play a role in the stand-up and development of a NOSC PMO
• Review of current program operations and identification of improvement opportunities
• Align services and processes to ITIL v4 and the NIST Cyber Security Framework
• Support development of doctrine and documentation, including (but not limited to) an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and CSP Implementation Plan
• Collect and analyze requirements for an ITSM system to track service delivery performance
• Support establishment of a Continuous Service Improvement Program (CSIP)
• Develop SOPs that integrate cybersecurity and network management procedures
• Recommend performance and investment metrics for assessing staffing, policy, procedure effectiveness, cost, and infrastructure
• Perform requirements analysis and design for a comprehensive Knowledge Management repository
• Support development of Knowledge Management repository governance, usage, and maintenance
• Develop an SOP for responding to customer and contractor data calls
• Other duties as assigned

• Bachelor's degree in Computer Science, Information Technology, Cyber Security or equivalent education required; additional two (2) years of professional IT experience can we considered in lieu of a degree

• Four (4 plus) years in the federal IT services contracting industry
• Experience on an IT infrastructure operations and engineering contract
• Experience assessing business and technical operations processes and procedures
• Experience identifying areas for improvements and supporting their implementation
• Knowledge of ITSM and ITIL 
• Experience with an ITSM tool – e.g., ServiceNow
• Ability to work effectively with customers as well as contractor operations and engineering staff
• Experience performing requirements analysis
• Experience creating, revising, updating, and maintaining documentation such as SOPs
• High level understanding of networking and cyber security
• Proficiency with Microsoft products such as Excel, PowerPoint, Word, and Visio
• Ability to communicate clearly and effectively with customers

• Able to obtain a Public Trust clearance

  
  

• Previous DHS experience
• PMO experience
• ITIL V4 certification
• ServiceNow Certification
• Previous Network Operations Center (NOC) or IT Operations experience
• Secret or Top Secret Security Clearance

Founded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies. Enable better government. Protect our nation. Build better humans across the country.

Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression. Please apply directly through the website at: https://www.sev1tech.com/careers/current-openings/#/ #joinSev1tech

For any additional questions or to submit any referrals, please contact: eileen.mckenzie@sev1tech.com

Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.