IT Service Management Analyst

SAIC • Washington, DC

1d

About The Position

This IT Service Managment ITIL Analyst position supports the COMSEC Network Branch (CNB) within the Department of State's (DOS) Bureau of Information Management (IM) Vanguard 2.2.1 program. CNB provides 24×7×365 in-line network encryption management, ensuring the confidentiality, integrity, and availability of classified diplomatic communications worldwide.
The role emphasizes IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) practices as the primary focus, with network engineering and operations as a supporting skillset.
The candidate will apply ITIL-aligned processes to daily operations, incident/problem management, continual service improvement, and ISO/IEC 20000-1:2018 (ISO 20K) compliance, while supporting network monitoring, troubleshooting, and maintenance of encryption devices and related infrastructure. This blended role ensures mature, auditable processes in a high-compliance, classified environment, contributing to audit readiness and alignment with NIST/ISO standards. The position reports to the CNB Service Line Lead, with collaboration across Operations, Problem Management, and government stakeholders.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field and 9 years of relevant experience; Master's degree and 7 years; equivalent experience may be accepted in lieu of degree.
• Demonstrated experience applying ITIL practices (e.g., Incident/Problem/Event Management, Continual Improvement) in a 24×7 operations center or NOC environment.
• Experience implementing QA policies, standards, and ITSM frameworks (e.g., ITIL, ISO 20000/20K, ISO 9001, ISO 27000/27K) to support certifications and audits.
• Proven track record in process re-engineering, documentation management, and technical writing (e.g., SOPs, artifacts, PAL organization).
• Intermediate network engineering experience (Tier 1/2 troubleshooting, configuration/maintenance of Cisco Nexus/Catalyst switches/routers, monitoring tools like Neural Star/GEM ONE/CHIMERA).
• Ability to manage multiple high-priority tasks in a fast-paced, high-compliance environment; excellent verbal/written communication, interpersonal skills, and attention to detail.
• Proficiency in tools: Microsoft Word, Excel, Project, ServiceNow, SharePoint, MS Teams; familiarity with scripting (e.g., Python, Bash, PowerShell) for automation.
• U.S. Citizenship.
• Active Secret clearance with ability to obtain Top Secret clearance

Nice To Haves

• ITIL v4 Foundation certification (or v3 Expert); ISO 20000 Manager, ITIL Service Lifecycle Intermediate, or equivalent.
• Supported an organization with ISO/IEC 20000-1:2018 or similar certifications; experience with NIST requirements, internal/external audits, and closing OIG findings.
• Network certifications: Cisco CCNA/CCNP, Network+, BICSI; familiarity with DoS environments (data/voice networks, IT security policies, FAHs/FAMs).
• Experience with VMware virtualization (e.g., ESXi hosts, vDS, integration with physical networks) for encryptor management tools.
• Prior Department of State or federal government experience; knowledge of COMSEC, two-person integrity (TPI), and classified operations.
• Strong soft skills: Self-starter, problem-solver, team collaborator; expertise in stakeholder management, risk mitigation, budget tracking, and organizational change.
• Additional competencies: Performance/Portfolio Management, Data Analytics, Business Transformation, Cloud Computing, Enterprise Governance, Business Continuity Planning.

Responsibilities

• Design, assess, identify, and implement ITIL practices (e.g., Incident Management, Problem Management, Event Management, Service Operations, Change Management, Continual Service Improvement) to enhance CNB's service management processes, including governance, availability, security, compliance, and tools architecture.
• Mentor, coach, and train CNB team on ITIL best practices, process re-engineering, and ISO compliance; serve as liaison with government teams for process management and improvements.
• Manage, update, and maintain Standard Operating Procedures (SOPs) for CNB processes; conduct process studies, stakeholder/gap analyses, feasibility studies, and re-engineering support.
• Utilize tools (e.g., ServiceNow, Jira, SharePoint, MS Teams, MS Project, Excel) for planning, tracking, and reporting on projects; monitor document review schedules and support multiple concurrent projects in various phases.
• Perform daily real-time monitoring of encryption domains, circuits, and devices using tools like GEM ONE, CHIMERA, Neural Star, VINE, or similar; create/review SITREPs, perform Viper call tests, NSC iPhone testing, and shift ops check-ins.
• Conduct Tier 1/2 troubleshooting: Evaluate, isolate, and resolve issues on Cisco switches/routers (Nexus, Catalyst), TACLANE/KG encryptors, Cisco ASA, data center cabling, fiber optic/copper terminations, and virtualized environments (e.g., VMware ESXi, vDS, vSphere).
• Support remote management: Upgrade firmware/software, push key material, update SSO PINs/batteries, and maintain Pin Pass Log; assist with key pushes, outage troubleshooting with NT/NO engineers, and crisis responses.
• Handle ticket creation, tracking, documentation, and escalation; perform root-cause analysis, risk identification/mitigation, and performance reporting to avoid SLA breaches.
• Interface with stakeholders: Coordinate with government POCs, brief senior management on milestones, and communicate issues/trends via Teams, SAIC/OpenNet/ClassNet, or telephone.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees