IT Process Analyst- ITSM

Haweo; Quantico (VA); On-site; USD 90,000 - 100,000; Full time

Job summary

Haweo LLC is seeking an ITSM professional to support ITIL process implementation and maturation for a US government client in the Quantico, VA area. The role emphasizes documentation of processes, procedures, SLAs, and work instructions, with collaboration to improve operations and service delivery.

Candidates must be local to Quantico, be a U.S. citizen, and be able to pass a background check and drug test; DoD Secret clearance is required. Salary ranges listed: USD 90,000–100,000 per year.

Qualifications

• Requires BS/BA in Business Management, IT or related field.
• 3+ years supporting service management.
• Must obtain ITIL4 Foundations certification.
• U.S. citizen with ability to pass background check and drug test.

Responsibilities

• Provide support and SME guidance for IT service management documentation and briefs.
• Contribute ideas to ITSM working groups to meet government goals.
• Document processes, SLAs, CSFs, WIs, and workflows in a team setting.
• Ensure timely communication between government and internal stakeholders.

Skills

ITSM

Documentation

Communication

MS Office

Education

BS in Business Management

BS in IT

Tools

Remedy

SharePoint

Visio

MS Office

Job description

Overview

Haweo LLC is a certified 8(a) Native Hawaiian Organization (NHO)- owned small business Federal contracting company. As a professional services firm that provides consulting and advisory services to clients, Haweo works to improve operational efficiency and to accomplish organizational objectives as well as serving as a leading provider for information services and business management services to the Federal Government. We seek to deliver superior service and exceptional talent to ensure mission success. Haweo offers a highly competitive benefits package that reflects our objective of employing top industry performers. Haweo LLC is seeking an ITSM professional to help our client achieve effectiveness and efficiency in the delivery and support of IT services. The candidate will support the implementation and maturation of ITIL processes through documentation of processes, procedures, and work instructions. You will support process owners, process managers, service owners, and service managers with meeting support, documentation, collaboration, and continuous improvement initiatives. Support includes metrics analysis, workflow analysis, and suggested improvements based on findings, and alignment with ITIL and industry best practices.

What will you do?

• Provide support and contribute subject matter expertise to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings in support of IT service management
• Actively contribute process improvement and oversight ideas to one or more working groups of ITSM practitioners in support of Government goals and requirements
• Document processes, procedures, service levels agreements, critical success factors, performance work instructions, and process workflows in a collaborative team environment
• Ensure timely, active communication between Government stakeholders and internal stakeholders
• Utilize Microsoft Office products including Teams, Word, PowerPoint, Excel, and Visio to create and deliver documentation, workflows and presentations
• Maintain documentation control using SharePoint
• Participate in weekly and/or daily meetings

Requirements

Requirements/Qualifications

• Must be local to the Quantico, VA area with ability to attend meetings as required at customer or corporate site up to three days per week with day-before notice
• BS or BA degree in a Business Management, IT, or other relevant discipline from an accredited college/university
• Minimum of 3 years of experience supporting service management
• Must possess or be able to immediately obtain ITIL4 Foundations Certification
• Must possess DoD Secret clearance
• Excellent writing and communication skills
• Above average skills with MS Office programs including Teams, Word, PowerPoint, Excel, and Visio
• Well organized, self-motivated individual able to manage work to meet deadlines
• BS or BA degree in a Business Management, IT, or other relevant discipline from an accredited college/university
• Ability to work independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills
• IT or ITSM experience
• Experience using BMC Remedy tool
• United States Marine Corps experience is a plus

Background Requirements

Due to this being a contract position working for the US government all candidates must be a U.S. citizen and pass a criminal background check as well as a drug test.

Physical Requirements:

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. There is a possibility that due to parking availability and location of work, walking moderate to long distance may be required. Possible lifting up to 25lbs. Haweo reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions functions and qualifications may vary depending on business needs.

Haweo LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

Posted Salary Range

USD $90,000.00 - USD $100,000.00 /Yr.