Service Management Optimization (SMO) Analyst

Empower AI Inc. • Quantico, VA

2d • $79,390 - $122,870 • Hybrid

About The Position

Empower AI is seeking a Service Management Optimization (SMO) Analyst to analyze and optimize the workflows, processes, and service management practices behind IT service delivery for a Department of War agency, as part of the User Experience, Service Management Optimization, and Dashboards team. The analyst maps and measures the workflows that support the Service Portal and ticket lifecycle, identifies bottlenecks and effort drivers, recommends and documents process improvements and automation candidates, supports the Service Management System's alignment to ITIL 4 and ISO/IEC 20000-1, and produces the analysis behind the CX Roadmap and Annual KPI/PRS Review. The role works with the Service Management Operations Lead, UX Designer, Dashboard Developer, and Automation Engineer. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

Requirements

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 10 years of experience as a management analyst, program analyst, or program control analyst supporting Federal IT services contracts.
• Demonstrated experience producing contract performance reports, deliverables trackers, meeting minutes, and executive briefing materials on a fixed cadence.
• Working knowledge of Federal contract types and mechanics (FFP, Labor-Hour, T&M, NTE ceilings, CLINs, CDRLs, FAR 52.204-14 Service Contract Reporting, invoicing).
• Strong analytical skills and advanced proficiency in Excel and PowerPoint; experience with Power BI or similar tools.
• Experience coordinating across technical, finance, contracts, and Government stakeholders and managing action items to closure.
• Excellent written and verbal communication skills and meticulous attention to detail.

Nice To Haves

• ITIL 4 Managing Professional or Practice Manager; Lean Six Sigma Green/Black Belt; ISO/IEC 20000 Lead Implementer.
• PMP, CAPM, or Certified Federal Contracts Manager (CFCM); ITIL 4 Foundation.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT service contracts and GSA Alliant 2 or similar task orders.
• Experience with surge/labor-hour CLIN tracking and IT materials procurement (RIP) processes.
• Experience with SAM.gov Service Contract Reporting, WAWF/PIEE, and DISS/NCCS security administration processes.
• Experience supporting large contract transitions.
• Familiarity with ServiceNow reporting and ITSM performance metrics.

Responsibilities

• Analyze and map the end-to-end workflows behind the IT Service Portal and ticket lifecycle (intake, categorization, routing, fulfillment, Customer-Confirmed Ticket Closure), measure cycle times and effort, and identify bottlenecks, handoff failures, and automation candidates.
• Recommend and document process improvements, RACI updates, and workflow changes to the Service Management System aligned with ITIL 4 and ISO/IEC 20000-1, and translate approved improvements into backlog items for the ITSM platform and automation teams.
• Produce data-driven analysis for the CX Roadmap, CX Current State & Gap Analysis Report, and Annual KPI/PRS Review and Recommendation Report, including benchmarking against Government and industry IT customer support metrics.
• Maintain the process documentation repository (process flow diagrams and high-level procedures for Incident, Problem, Change, and Request Management) and support the annual review of KPI/SLA/XLA thresholds.
• Produce the Monthly Contract Performance Report aligned with the invoice, detailing financial performance and spending against non-FFP CLINs (Surge Labor-Hour and IT Materials), overall deliverable status, and contractual compliance matters, without duplicating operational content from the Monthly Customer Support Activity Report.
• Maintain the master deliverables schedule and CDRL tracker, coordinate inputs from task leads, manage Government review cycles and comment resolution, and ensure all plans and reports are delivered in Government-approved formats on time.
• Track and report Surge CLIN activity, including Surge Plan status, Labor Hour Task Trackers (project, work performed, hours and costs, cumulative costs, remaining NTE balance), and mobilization timelines, and ensure no surge work or cost is incurred without written authorization.
• Compile the RIP Status Update and IT Materials CLIN accounting for the Monthly Contract Performance Report, including key dates for each open RIP action, total costs incurred, and remaining CLIN balance, in coordination with the procurement team.

What This Job Offers

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