IT Process Analyst- ITSM
About The Position
Haweo LLC is a certified 8(a) Native Hawaiian Organization (NHO)- owned small business Federal contracting company. As a professional services firm that provides consulting and advisory services to clients, Haweo works to improve operational efficiency and to accomplish organizational objectives as well as serving as a leading provider for information services and business management services to the Federal Government. We seek to deliver superior service and exceptional talent to ensure mission success. Haweo offers a highly competitive benefits package that reflects our objective of employing top industry performers. Haweo LLC is seeking an ITSM professional to help our client achieve effectiveness and efficiency in the delivery and support of IT services. The candidate will support the implementation and maturation of ITIL processes through documentation of processes, procedures, and work instructions. You will support process owners, process managers, service owners, and service managers with meeting support, documentation, collaboration, and continuous improvement initiatives. Support includes metrics analysis, workflow analysis, and suggested improvements based on findings, and alignment with ITIL and industry best practices.
Requirements
- Must be local to the Quantico, VA area with ability to attend meetings as required at customer or corporate site up to three days per week with day-before notice
- BS or BA degree in a Business Management, IT, or other relevant discipline from an accredited college/university
- Minimum of 3 years of experience supporting service management
- Must possess or be able to immediately obtain ITIL4 Foundations Certification
- Must possess DoD Secret clearance
- Excellent writing and communication skills
- Above average skills with MS Office programs including Teams, Word, PowerPoint, Excel, and Visio
- Well organized, self-motivated individual able to manage work to meet deadlines
- Ability to work independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills
- Must be a U.S. citizen
- Pass a criminal background check
- Pass a drug test
Nice To Haves
- IT or ITSM experience
- Experience using BMC Remedy tool
- United States Marine Corps experience is a plus
Responsibilities
- Provide support and contribute subject matter expertise to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings in support of IT service management
- Actively contribute process improvement and oversight ideas to one or more working groups of ITSM practitioners in support of Government goals and requirements
- Document processes, procedures, service levels agreements, critical success factors, performance work instructions, and process workflows in a collaborative team environment
- Ensure timely, active communication between Government stakeholders and internal stakeholders
- Utilize Microsoft Office products including Teams, Word, PowerPoint, Excel, and Visio to create and deliver documentation, workflows and presentations
- Maintain documentation control using SharePoint
- Participate in weekly and/or daily meetings
Benefits
- Highly competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
