IT Service Management (itsm) Operations Advisor

IT Service Management (ITSM) Operations Advisor

Waypoint's client is seeking an IT Service Management (ITSM) Operations Advisor to support a government customer in overseeing the daily operational status of a large-scale IT infrastructure. The successful candidate will ensure IT services meet mission needs for quality, continuity, and performance, prepare IT Mission Directors for real-time decision-making, and assist with troubleshooting outages to ensure rapid return to service. Candidates will leverage ITIL and ITSM practices such as Event, Incident, Problem, and Process Management to improve and mature IT operations.

Responsibilities

• Maintain current awareness of evolving IT service baselines across networks, virtualization, hosting, and enterprise IT capabilities.
• Apply ITIL and ITSM frameworks to support the oversight and maturity of IT operations.
• Assess proposed service delivery alignment against mission requirements.
• Oversee service operations in accordance with Service Level Agreements (SLAs), compliance standards, and performance objectives.
• Review and advise the government on IT capabilities and planned maintenance activities.
• Provide process improvement recommendations to mature IT services and operations.
• Advise on continuity and emergency response test/evaluation approaches, ensuring compliance with standards and mission objectives.
• Support and troubleshoot IT outages, coordinating recovery efforts to minimize mission impact.
• Perform after-action analysis and prepare reports to inform senior decision-makers and recommend improvements.
• Ensure plans, processes, and procedures are continuously aligned with mission needs.
• Provide recommendations on requirements, scheduling, certification strategies, and other IT service features.
• Operate proactively with the ability to lead project engagements independently.
• Identify gaps in data collection and recommend improvements to better measure service provider performance.

Required

• Bachelor's degree in a STEM field with 5+ years of relevant experience, OR Master's degree with 3+ years.
• Experience applying ITSM and ITIL practices to IT service delivery.

Desired

• Experience supporting Intelligence Community (IC) infrastructure.
• PMP certification (preferred).
• ITIL certification (preferred).

*Waypoint Human Capital is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender, national origin, age, protected veteran status, or disability status.