ITSM Analyst

Trace Systems•Camp Springs, MD

3d•Onsite

About The Position

Trace Systems is seeking an ITSM Analyst to provide oversight and expertise for EACN service-management configuration, processes, reporting, training, and sustainment at Joint Base Andrews. The analyst will use ServiceNow to strengthen incident, change, knowledge, asset, and configuration-management workflows. The project associated with this position is currently in the proposal stage.

Requirements

Active, in-scope US Government issued Top Secret clearance (minimum); higher-level eligibility may be required based on assigned access.
US Citizenship is required.
Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 431 Knowledge Manager, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
Qualifying 8140 credentials include a Bachelors degree in Computer Science or Cybersecurity or Data Science or Information Systems or Information Technology or Software Engineering or completion of relevant military training.
Qualifying 8140 certifications may include a SSCP, Security+, or other DoD 8140-approved certifications. Higher proficiency-level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
Strong verbal and written communication skills and the ability to coordinate effectively with technical and non-technical personnel.
Ability to work in a secure DoD environment and comply with applicable Air Force, installation, and program security requirements.
3+ years of IT service management, business analysis, ServiceNow administration, process improvement, or configuration-management experience.
Current ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification, or ability to obtain it within six months of employment.
Working knowledge of ITIL practices and ServiceNow incident, change, knowledge, configuration, and asset-management workflows.
Experience developing metrics, dashboards, process documentation, and end-user training.

Nice To Haves

ITIL certification and experience with ServiceNow ITSM, CMDB, ITAM, reporting, training, or platform governance.
Experience supporting Air Force, EACN, GSOC, A2G2, or 24/7 mission operations.
Prior military service or experience supporting Department of Defense or U.S. Air Force customers.
Experience supporting mission-essential communications in distributed, multi-site environments.

Responsibilities

Provide ITSM configuration-management oversight and expertise and sustain the approved ServiceNow platform.
Configure and customize EACN software to gather statistics, support trend analysis, and reflect system-design changes and equipment upgrades.
Support user-submitted configuration-change requests within platform and governance constraints.
Analyze ITSM data and recommend improvements to incident, change, knowledge, configuration, and asset-management processes.
Create and maintain reports, dashboards, metrics, process documentation, knowledge articles, and standard operating procedures.
Provide ServiceNow and Trouble Ticket System training using Government-furnished devices, software, and commercial training aids.
Coordinate requirements and changes with users, developers, engineers, incident responders, and Government stakeholders.
Verify the accuracy and completeness of incident records, descriptions, resolution details, and performance metrics.