IT Policy & Planning Specialist DoW Infra & SLAs

WorkScoop; Seaside (CA); Hybrid; USD 122,000 - 173,000; Full time

Job summary

DMDC is seeking an IT Specialist (Policy & Planning) to lead enterprise infrastructure, drive ITIL/ITSM practices (ServiceNow), and shape agency IT policies. The role involves advising senior leadership, managing strategic projects, and coordinating cross-functional teams to deliver mission-critical DoD IT solutions.

The position requires strong analytical skills, experience in SLA development, and the ability to translate complex problems into actionable improvements while aligning with agency

Qualifications

• One year of specialized IT experience at or above GS-12.
• Broad and in-depth knowledge of ITIL Management Practices including ITSM with ServiceNow.
• Prior experience developing and executing communication plans for customers.
• Demonstrated use of data analytics to inform continuous improvement.
• Strong communication and interpersonal skills across mediums.

Responsibilities

• Resolves the complete range of IT infrastructure problems and identifies training needs.
• Develops integrated action plans and updates customer support policies.
• Reviews specifications and defines post-implementation support procedures.
• Plans and manages problem management systems for service improvement.
• Represents the infrastructure team in planning and requirements for new systems.
• Develops SLAs and performance criteria for infrastructure services.
• Prepares briefings for senior management on complex IT issues.
• Evaluates plans for DoD IT projects and policy guidance.

Skills

ITIL Management Practices

ITSM

ServiceNow

Data analytics

Cross-functional leadership

Project management

Tools

ServiceNow

Job description

DMDC is seeking an IT Specialist (Policy & Planning) to lead enterprise infrastructure, drive ITIL/ITSM practices (ServiceNow), and shape agency IT policies. The role involves advising senior leadership, managing strategic projects, and coordinating cross-functional teams to deliver mission-critical DoD IT solutions.

The position requires strong analytical skills, experience in SLA development, and the ability to translate complex problems into actionable improvements while aligning with agency