Enterprise Service and Configuration Management Analyst

Peraton; United States; On-site; USD 66,000 - 106,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Job summary

Peraton is seeking an Enterprise Service and Configuration Management Analyst to join the ESM team. You will track KPI/SLA performance, report status, and provide trend analysis for incidents, changes, problems, and requests.

You will maintain CMDB data across on-prem and cloud environments and support RCA documentation with customer sign-off. You will lead CI identification and relationships, ensure CMDB accuracy, and coordinate with change management.

Qualifications

• 5 years in a large IT environment with ITSM tools (ServiceNow).
• Experience with ITIL and ESM concepts: incident, change, problem management.
• US citizen able to obtain/maintain required agency clearance.
• Strong written and verbal communication; cross-team collaboration.

Responsibilities

• Identify and manage configuration items (CIs) and CMDB relationships.
• Diagnose issues end-to-end, perform gap analysis and action planning.
• Analyze operational data and produce trend reports for decision-making.
• Coordinate responses to customer data requests and data calls.
• Support incidents, requests, problems, and changes tracking.
• Collaborate with internal and customer teams to resolve issues.
• Monitor aging tasks and drive timely updates and closures.
• Assist in RCAs for customer submission and review.
• Host and support Daily Operations Review Meetings (DORM).

Skills

ServiceNow

ITIL knowledge

Data analysis (Excel)

Communication skills

Security clearance eligibility

US citizenship

Education

BS/BA degree

High School Diploma or equivalent

Tools

MS Excel

Job description

About Peraton

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About The Role

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).

Qualifications

Required Qualifications

• 5 years with BS/BA or 9 years with HS Diploma/equivalent.
• 5 years of professional experience in a large-scale and diverse IT environment, including an appropriate level of experience with IT services management tools like ServiceNow.
• Professional 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.
• Ability to manipulate, clean, and analyze large datasets in MS Excel; including proficiency with vLOOKUP, MATCH, IF statements, Pivot Tables, Macros, etc.
• 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.

Details

Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.