ITSM Process Analyst

Empower AI Inc. • , DC

3d • Hybrid

About The Position

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Requirements

• 5+ years of experience
• Bachelor's in IT or related field
• ITIL 4 Managing Professional (leads)
• Secret Security Clearance

Responsibilities

• Coordinate and improve Incident and Service Request Management as part of broader ITSM efforts.
• Develop, coordinate, administer, update, and submit change requests to maintain workflows in the Ticket Management System (Service Now), and recommend system enhancements for hardware, software, processes, and procedures to improve ITSM operations.
• Collaborate with stakeholders to update Ticket Management System configurations and enhance functionality.
• Review, recommend, and revise a set of classifications for incident categorization, with government participation and approval.
• Enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).
• Support the change management process in accordance with customer policies and procedures.
• Participate in change management meetings, as required.
• Collaborate with government stakeholders and technical teams to assess, review, and implement changes.
• Provide impact analysis, risk assessment, and post-implementation review for changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level