Principal ITSM Analyst
About The Position
At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Principal ITSM Analyst, you'll play a critical role in providing exceptional IT support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. As a Principal ITSM Analyst, you'll design, implement, and monitor services that align with government ITSM projects, ensuring seamless integration with enterprise processes and tools like ServiceNow. Your day-to-day responsibilities will include designing ITSM services, implementing ITSM solutions, monitoring service performance, and collaborating with cross-functional teams to gather requirements and facilitate service transitions. 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 develop documentation, training materials, and processes for ITSM services, support audits, knowledge transfer, and continual improvement initiatives. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience)
- 10+ years of experience in ITSM analysis, design, and implementation, with hands-on expertise supporting government or large enterprise projects using platforms like ServiceNow
- Proven track record monitoring and optimizing ITSM services to align with project deliverables and compliance standards
- Active DoD Secret Clearance (must be current and transferable)
- Strong knowledge of ITIL 4 practices and federal IT service standards (e.g., NIST 800-53)
- Proficiency in ITSM tools (e.g., ServiceNow modules for design and monitoring) and process modeling
- Excellent analytical, problem-solving, and communication skills for stakeholder engagement and service governance
- Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness
Nice To Haves
- ITIL 4 Foundation certification
- Experience supporting DoD or large federal ITSM projects, including service catalog development and performance monitoring
- Certified Implementation Specialist - IT Service Management (CIS-ITSM) or equivalent
- Background in agile methodologies for ITSM implementations and reporting tools (e.g., Power BI for metrics)
- Master's degree in a relevant field or additional certifications (e.g., CompTIA Project+)
Responsibilities
- designing ITSM services
- implementing ITSM solutions
- monitoring service performance
- collaborating with cross-functional teams to gather requirements and facilitate service transitions
- develop documentation, training materials, and processes for ITSM services
- support audits, knowledge transfer, and continual improvement initiatives
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Transportation Equipment Manufacturing
Number of Employees
5,001-10,000 employees
