IT Service Management (ITSM) Analyst

Client Solution Architects; Dahlgren (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

A defense consulting firm is seeking an IT Service Management Analyst to support a program at Dahlgren Naval Base. The role involves generating documentation and monitoring ITSM processes, requiring at least three years of experience in IT service management and an active Secret Clearance. This full-time position focuses on improving service delivery through effective collaboration with teams and stakeholders.

Qualifications

• Active Secret Clearance required.
• Minimum three years of professional experience in IT service management.
• Experience analyzing operational and technical data for improvement.

Responsibilities

• Generate documentation and monitor ITSM processes.
• Coordinate with Service Owners to design and enhance services.
• Develop processes and quality metrics including SLOs.

Skills

ITIL frameworks

Scrum

Collaboration

Job description

IT Service Management (ITSM) Analyst

Client Solution Architects (CSA) is seeking an IT Service Management (ITSM) Analyst to support a program at Dahlgren Naval Base. CSA delivers integrated technology and operational support services to meet defense and federal sector needs for nearly 50 years.

Job type: Full-time

Responsibilities

• Generate documentation, monitor ITSM processes, and report on KPIs to improve stakeholder experience.
• Coordinate with Service Owners to design, enhance, and transition services.
• Develop and maintain processes, workflows, and quality metrics, including Service Level Objectives (SLOs).

Requirements

• Active Secret Clearance.
• Minimum three (3) years of professional experience designing, implementing, and monitoring IT service management processes using frameworks such as ITIL and Scrum.
• Experience analyzing operational, technical, and IT experience data to identify improvement opportunities.
• Collaboration with business and technical teams to align IT products and services with business objectives.
• Designated IAT II level.

Seniority level: Mid‑Senior

Employment type: Full‑time

Job function: Information Technology

Industries: IT Services and IT Consulting