Enterprise Service and Configuration Management Analyst

Peraton•,

3d•$66,000 - $106,000

About The Position

Peraton is seeking an experienced Enterprise Service and Configuration Management Analyst to support its Enterprise Services Management (ESM) team. The cross-functional team tracks KPI and SLA performance, reports status, and analyzes trends for incidents, changes, problems, and requests assigned to the Peraton support team. It maintains configuration data for customer applications and devices deployed in on-premises and cloud environments in a Configuration Management Database (CMDB), participates in all Priority 1 and selected Priority 2 incident bridge calls, and supports preparation of Root Cause Analysis (RCA) documentation for customer review and approval. The team also hosts the Daily Operations Review Meeting (DORM) with customer operational support teams to report on Priority 1 outages and other significant incidents or changes affecting services. The analyst identifies, documents, and manages configuration items (CIs) and their relationships and dependencies; maintains accurate and current configuration records and CMDB integrity throughout the service lifecycle; diagnoses issues and drives them toward resolution; and analyzes operational data for reporting and decision-making. The position coordinates customer data-call responses, supports tracking and reporting of service-management work, monitors aging work items, helps develop RCAs, and hosts or supports operational review meetings. It also involves manipulating, cleaning, and analyzing large datasets in Microsoft Excel.

Requirements

Five years of experience with a BS/BA, or nine years of experience with a high school diploma or equivalent.
Experience with ITIL and key Enterprise Services Management concepts, including incident, change, and problem management, process improvement, configuration management, and change control board support.
Strong verbal and written communication skills, including the ability to convey complex or technical information clearly and understand and interpret complex information from others.
Demonstrated ability to work with multiple teams to gather data and responses to customer data requests.
Must be a U.S. citizen.
Must be able to obtain and maintain the required agency clearance.
Proficiency manipulating, cleaning, and analyzing large datasets in Microsoft Excel, including VLOOKUP, MATCH, IF statements, PivotTables, and Macros.

Nice To Haves

ITIL V3 or later certification.
Ability to apply a structured methodology to enterprise services management operations activities.
Ability to host and support high-level operational support meetings with multiple teams and stakeholders.

Responsibilities

Identify, document, and manage configuration items needed to deliver IT services, including relationships and dependencies.
Identify, control, record, report, audit, and verify configuration-item attributes such as versions, baselines, and relationships.
Maintain configuration-item integrity across the service lifecycle in coordination with change management.
Establish and maintain an accurate, complete Configuration Management Database (CMDB).
Keep configuration information current for historical, planned, and active configuration items and services.
Diagnose issues and drive them from identification through resolution, including gap analysis and action planning.
Analyze operational data and produce accurate reports that highlight trends, anomalies, and insights for decision-making.
Coordinate, develop, and publish responses to customer data calls for configuration and operational data.
Communicate responses clearly and professionally to customer and contractor teams.
Support tracking and reporting for incidents, requests, problems, and changes.
Collaborate with Peraton, customer support teams, and application teams to resolve incidents and problems in a timely manner.
Monitor aging incidents, requests, change tasks, and problems, engaging teams to ensure timely updates and closure.
Coordinate and support development of RCAs for customer submission, review, and approval.
Host and support the Daily Operations Review Meeting (DORM).
Manipulate, clean, and analyze large datasets in Microsoft Excel using tools and functions such as VLOOKUP, MATCH, IF statements, PivotTables, and Macros.
Participate in all Priority 1 and selected Priority 2 incident bridge calls.