Hybrid SMO Analyst - ITIL/ISO ITSM & KPIs

Empower AI; United States; Hybrid; USD 79,000 - 123,000; Full time

Job summary

Empower AI is seeking a Service Management Optimization Analyst to improve IT service delivery for a Department of War agency. You will map workflows, identify bottlenecks, and drive improvements aligned with ITIL 4 and ISO/IEC 20000-1. This hybrid role in Quantico (VA) includes remote work eligibility and up to 10% travel.

The position requires a strong background in federal contracts, 10+ years as a management/program analyst, and expertise in data-driven reporting. Must be a U.S.

Qualifications

• Bachelor's degree with 10+ years in Federal IT services contracts.
• U.S. Citizenship required; active DoD clearance preferred.
• DoD 8570/8140 IAT Level I baseline cert prior to cybersecurity duties.
• Ability to work independently with minimal supervision.
• Experience producing contract performance reports and deliverables trackers.
• Strong Excel and PowerPoint; Power BI experience.
• Experience coordinating with government stakeholders.

Responsibilities

• Analyze and optimize workflows and service management practices for IT service delivery.
• Map and measure workflows behind the Service Portal and ticket lifecycle.
• Identify bottlenecks, document process improvements and automation candidates.
• Support alignment to ITIL 4 and ISO/IEC 20000-1; contribute to CX Roadmap.
• Produce KPI/PRS and Monthly Contract Performance Reports.
• Maintain deliverables schedule, CDRL tracker, and government formats.
• Coordinate across technical, finance, contracts, and government stakeholders.

Skills

Excel

PowerPoint

Education

Bachelor's degree

Tools

Power BI

Job description

Empower AI is seeking a Service Management Optimization Analyst to improve IT service delivery for a Department of War agency. You will map workflows, identify bottlenecks, and drive improvements aligned with ITIL 4 and ISO/IEC 20000-1. This hybrid role in Quantico (VA) includes remote work eligibility and up to 10% travel.

The position requires a strong background in federal contracts, 10+ years as a management/program analyst, and expertise in data-driven reporting. Must be a U.S.