ITSM Expert Analyst

BAE Systems Plc•Vicksburg, MS

36d•$150,370 - $255,630

About The Position

At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As an ITSM Expert Analyst, you'll play a critical role in providing exceptional project management support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. Responsible for planning, integration, management, and tracking of end-to-end IT service delivery. Also support the development and execution of the Team BAE Systems service strategy tasks which include managing and maintaining assets required for IT service delivery. As an ITSM Expert Analyst, you will be responsible for managing and improving IT service delivery within an enterprise by ensuring IT processes align with business needs, monitoring performance, and supporting core IT service management functions like incident, problem, and change management. This role requires a deep understanding of ITSM frameworks to optimize service delivery, troubleshoot issues, and implement best practices across the organization. You'll provide comprehensive project management support for enterprise-wide operations in a large government contract. You'll act as the primary enterprise service manager for all services delivered by the prime contractor, while managing financial and procurement requirements to ensure seamless execution and compliance. Your day-to-day responsibilities will include providing project management support, acting as a liaison between your team and the customer, and managing operations within all enterprise services and procurement requirements. By joining our team, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. You'll be expected to provide district project management support, act as a district liaison, and manage district financial and procurement requirements. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

Requirements

Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field (or equivalent experience)
PMI-PMP certification
ITIL v4
12+ years of experience in ITSM as an Expert Analyst, with a focus on district or regional operations in government contracting or large enterprise environments
Proven expertise managing financial, procurement, and liaison activities for multi-site support services
Active DoD Secret Clearance (must be current and transferable)
Strong knowledge of federal acquisition and financial regulations (e.g., FAR, DFARS) and ITIL practices for service delivery
Proficiency in project management tools (e.g., MS Project, Jira) and financial software (e.g., Excel advanced modeling)
Excellent leadership, negotiation, and communication skills for stakeholder liaison and team coordination
Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness

Nice To Haves

Project Management Professional (PMP) certification
Experience supporting DoD or large federal district-level contracts, including CONUS/OCONUS coordination and procurement oversight
ITIL 4 Foundation or higher certification, with emphasis on service value management
Background in financial forecasting tools (e.g., Power BI for reporting) and risk management frameworks
Master's degree in a relevant field or additional certifications (e.g., Certified Federal Contracts Manager - CFCM)

Responsibilities

Monitor and manage the lifecycle of ITIL processes, including incident, problem, change, and request fulfillment.
Conduct regular analysis of IT service performance against Service Level Agreements (SLAs) and produce performance reports.
Identify trends, patterns, and areas for improvement in ITSM processes, making proactive recommendations.
Lead and coordinate the Change Advisory Board (CAB) and manage the change management lifecycle from request to implementation.
Support major incident response and contribute to problem investigations by analyzing trends and patterns.
Serve as a point of contact for escalated IT service queries and requests.
Create and maintain documentation for ITSM processes and operational procedures.
Assist in developing and delivering training on ITSM processes and best practices to IT staff and end-users.
Drive continuous improvement initiatives for ITSM services and tools.
Participate in or lead cross-functional initiatives to define and implement business opportunities through technology.
Ensure knowledge transfer to appropriate personnel.
Provide expert-level analysis for the design and implementation of ITSM solutions.
Work with stakeholders to define business requirements and translate them into functional specifications.
Analyze and troubleshoot technical issues to maintain system performance and security.
Assist in managing IT inventory and ensuring compliance with standards

Benefits

health, dental, and vision insurance
health savings accounts
a 401(k) savings plan
disability coverage
life and accident insurance
employee assistance program
a legal plan
discounts on things like home, auto, and pet insurance
paid time off
paid holidays
paid parental, military, bereavement, and any applicable federal and state sick leave
company recognition program to receive monetary or non-monetary recognition awards