IT Service Management (itsm) Operations Advisor

It Service Management (itsm) Operations Advisor

SAIC has an opening for an IT Service Management (ITSM) Operations Advisor to assist a government customer oversee the daily operational status of a large scale IT infrastructure at a customer facility in the Ft Belvoir area. The successful candidate will help evaluate IT service deliveries to ensure they meet mission needs (Quality, Continuity, and Performance), help prepare IT Mission Directors to make real-time decisions, and assist with troubleshooting outages to ensure the rapid return to normal IT operations. Candidates will be expected to leverage traditional IT Service Management (ITSM) processes, such as Event Management, Incident Management, Problem Management, Process Improvement, etc. in the execution of their duties.

Responsibilities include: maintaining an up to date understanding of an evolving IT service baseline of networks, virtualization, hosting, and other enterprise IT capabilities; leveraging a working understanding of the ITIL framework and applying it towards the oversight and maturity of an evolving IT operations; assessing proposed service delivery alignment against service operations requirements and mission objectives; overseeing service operations in accordance with Service Level Agreements (SLAs), compliance documents, and service fulfillment quality standards; reviewing, assessing, and advising the government on core IT capabilities, and planned maintenance activities; making procedural and operational observations and recommendations to improve the maturity of IT services and processes; advising the government on continuity and emergency response test and evaluation approaches; evaluating recommendations on continuity and emergency response approaches against standards, policies, and exercise performance objectives; troubleshooting IT service outages, de-conflict recovery efforts, and focus on restoring normal service operations to minimize adverse impacts on mission operations; performing after action analysis and producing after action reports designed to educate senior decision makers on failures, and offer recommendations for improvement; ensuring plans, processes, procedures, and other relevant documentation are continuously aligned to mission needs; providing recommendations on requirements, content, scheduling, certification strategies, and other relevant features as requested by the government; operating proactively with ability to lead and execute project engagements without direct leadership oversight and/or participation; identifying gaps in data needed to effectively and efficiently measure the services provider efforts.

Clearance required to start and remain on the program Top Secret/SCI with Polygraph.

Requirements include: must be a US Citizen; Bachelors in a STEM related field and five (5) years or more experience; Masters in a STEM related field and three (3) years or more experience; must possess and maintain a Top Secret /Sensitive Compartmented Information (SCI) clearance with a current Poly; experiences with Intelligence Community (IC) infrastructure is a plus; PMP is a plus, but not required; ITIL certification is a plus, but not required.