Enterprise Service and Configuration Management Analyst

Peraton; Golden (CO); On-site; USD 85,000 - 110,000; Full time

Job summary

Peraton is seeking an experienced Enterprise Service and Configuration Management Analyst to join the ESM team. This role focuses on KPI/SLA tracking, incident/change/problem/reporting, and CMDB data management across on‑premises and cloud environments.

You will support root cause analysis and Daily Operations Review meetings with customer and internal teams. The candidate will analyze operational data, coordinate data requests, and ensure timely resolution of incidents while maintaining CI

Qualifications

• 5 years with BS/BA or 9 years with HS Diploma/equivalent.
• Experience with ITIL and key ESM concepts including incident, change and problem management, process improvement, configuration management, and change control board support.
• Strong verbal and written communication skills; including the ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand, as well as the ability to understand and interpret complex information from others.
• Demonstrated ability to work with multiple teams to gather data and responses to customer data requests
• Must be a US Citizen.
• Must be able to obtain and maintain the required agency clearance.

Responsibilities

• Identify, document, and manage configuration items (CIs) needed to deliver IT services, including their relationships and dependencies.
• Identify, control, record, report, audit, and verify CI attributes such as versions, baselines, and relationships.
• Maintain CI integrity across the service lifecycle in coordination with change management.
• Establish and maintain an accurate, complete CMDB.
• Keep configuration information current on historical, planned, and active CIs and services.
• Diagnose and drive issues from identification through resolution, including gap analysis and action planning.
• Analyze operational data to produce accurate reports, highlighting trends, anomalies, and insights for decision‑making.
• Coordinate, develop, and publish responses to customer data calls for configuration and operational data.
• Communicate responses clearly and professionally to customer and contractor teams.
• Support tracking and reporting for incidents, requests, problems, and changes.
• Collaborate with Peraton, customer support teams, and application teams to ensure timely resolution of incidents and problems.
• Monitor aging incidents, requests, change tasks, and problems, engaging teams to ensure timely updates and closure.
• Coordinate and support development of RCAs for customer submission, review, and approval.
• Host and support the Daily Operations Review Meeting (DORM).
• Mnipulate, clean, and analyze large datasets in MS Excel; including proficiency with vLOOKUP, MATCH, IF statements, Pivot Tables, Macros, etc.

Skills

ITIL

ESM concepts

Incident management

Change management

Problem management

Process improvement

Configuration management

Data analysis

Cross-team collaboration

Communication skills

US Citizenship

Agency clearance

Education

BS/BA degree or equivalent experience

Job description

Required Qualifications:

• 5 years with BS/BA or 9 years with HS Diploma/equivalent.
• Experience with ITIL and key ESM concepts including incident, change and proble…management, process improvement, configuration management, and change control board support.
• Strong verbal and written communication skills; including the ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand, as well as the ability to understand and interpret complex information from others.
• Demonstrated ability to work with multiple teams to gather data and responses to customer data requests
• Must be a US Citizen.
• Must be able to obtain and maintain the required agency clearance.

Preferred Qualifications:

• ITIL V3 or later certification desired.
• Able to apply a structured methodology around enterprise services management operations activities.
• Able to host and support high-level, operational support meetings with multiple teams and stakeholders.

Peraton is seeking an experienced Enterprise Service and Configuration Management Analyst.

The Enterprise Services Management (ESM) team is a cross-functional team responsible for tracking KPI/SLA performance, reporting status, and providing trend analysis for all incidents, changes, problems, and requests assigned to the Peraton support team.

The ESM team also maintains configuration data for all customer applications and devices deployed to on-premises and cloud environments in a Configuration Management Database (CMDB).

The ESM team participates in all Priority 1 and select Priority 2 incident bridge calls and supports the development and submission of Root Cause Analysis (RCA) documentation for review and approval by the customer.

The team also hosts the Daily Operations Review Meeting (DORM) with customer operational support teams, reporting on Priority 1 incident outage activity and any other significant incidents or changes impacting services.

What you will do:

• Identify, document, and manage configuration items (CIs) needed to deliver IT services, including their relationships and dependencies:
  • Identify, control, record, report, audit, and verify CI attributes such as versions, baselines, and relationships.
  • Maintain CI integrity across the service lifecycle in coordination with change management.
  • Establish and maintain an accurate, complete CMDB.
  • Keep configuration information current on historical, planned, and active CIs and services.
• Diagnose and drive issues from identification through resolution, including gap analysis and action planning.
• Analyze operational data to produce accurate reports, highlighting trends, anomalies, and insights for decision‑making.
• Coordinate, develop, and publish responses to customer data calls for configuration and operational data.
• Communicate responses clearly and professionally to customer and contractor teams.
• Support tracking and reporting for incidents, requests, problems, and changes.
• Collaborate with Peraton, customer support teams, and application teams to ensure timely resolution of incidents and problems.
• Monitor aging incidents, requests, change tasks, and problems, engaging teams to ensure timely updates and closure.
• Coordinate and support development of RCAs for customer submission, review, and approval.
• Host and support the Daily Operations Review Meeting (DORM).
• Mnipulate, clean, and analyze large datasets in MS Excel; including proficiency with vLOOKUP, MATCH, IF statements, Pivot Tables, Macros, etc.