IT Incident & Service Management Analyst

CommIT Enterprises, Inc

20h • Onsite

About The Position

CommIT Enterprises, Inc. is seeking an IT Incident & Service Management Analyst to provide critical administrative and analytical support related to computer networks and telecommunications Incident, Event, and Service Request Management (IM/EM/SRM). The candidate will ensure standard operating procedures and system workflows are strictly adhered to while supporting continuous improvement across the Marine Corps Enterprise network. The environment is supported by BMC Remedy, Smart Reporting, BMC Analytics and Event Management tools.
Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense’s (DoD) GCSS-MC, CAC2S, TBMCS-MC, and the Department of Veteran’s Affairs’ (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Requirements

• 3 years of professional experience in IT Service Management (ITSM).
• Experience with documenting processes and procedures and maintaining standard operating procedures (SOPs)
• Experience with handling classified information responsibly.
• Proficient with BMC Remedy
• Good working knowledge and skills with Microsoft (MS) Office products
• Foundational knowledge of Active Directory (AD) and Network Infrastructure to understand the context of service disruptions.
• Detailed Oriented and possess the ability to multitask.
• DoD 8570 IAM I (CAP, GSLC, Security + CE).
• ITILv3 or higher

Nice To Haves

• BMC Helix
• Power BI
• Microsoft SharePoint Online
• SolarWinds

Responsibilities

• Act as the central point of contact for all Marine Corps Cyberspace Operations Group (MCCOG), Incident, Event, and Service Request Management (IM/EM/SRM) activities.
• Interface with MCEN Battle Captains and Queue Managers for the purpose of ensuring adherence to performance standards and resolution of Incidents/Service Requests and Events in accordance with required response times.
• Oversee daily operations to ensure technicians strictly follow established Standard Operating Procedures (SOPs) and system workflows.
• Evaluate complex incident data to identify operational trends, isolate root causes, and proactively identify potential problem sources.
• Create detailed management reports that establish and track Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and customer service metrics to accurately measure process effectiveness.
• Conduct technical and non-technical procedure reviews to recommend workflow enhancements and identify targeted training requirements based on operational gaps.
• Provide technical support to ensure all incident records are accurately documented and assist in the implementation of the MCEN Proactive Event Management capability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees