IT Service Management Process Analyst

Booz Allen Hamilton Holding; Juneau (AK); Hybrid; USD 75,600 - 172,000; Full time

Benefits offered by this job

Flexible schedules

Remote and hybrid locations

Job summary

Booz Allen Hamilton is seeking an IT Service Management Process Analyst to translate the ITSM program vision into measurable goals and partner with ETSS to drive innovative IT service improvements.

You will lead interactions with portfolio teams, define services and processes, and drive ITIL-aligned operational procedures. The role demands strong stakeholder management and a solid background in ITSM and process reengineering.

Qualifications

• 5+ years leading IT business process reengineering and process improvement initiatives.
• 3+ years ITIL service lifecycle or ITSM experience.
• Ability to interact with diverse stakeholders and senior leaders.
• Ability to define objectives, prioritize goals, and mitigate risks.

Responsibilities

• Translate the ITSM program vision into goals and partner with ETSS portfolios to support innovation.
• Lead interactions with all levels in the ETSS portfolios to collect, comprehend, and define services and their supporting processes.
• Analyze and lead process improvement efforts to enhance service delivery.
• Work closely with the client to develop operational processes based on the ITIL framework.
• Champion ITSM principles, help ensure the ITSM program achieves its goals, and empower clients to understand the value of maturing the Service Management program.
• Present recommendations to the internal team and internal client, articulating the solution concept clearly and its alignment with IT Service Management strategy.
• Develop, coordinate, and implement plans to manage ITSM process implementations and improvements, including identifying and mitigating potential risks.
• Help lead the Service Request Management (SRM) and ETSS Service Catalog operations and process improvement efforts.

Skills

Stakeholder management

Facilitation

Time management

Process reengineering

ITSM knowledge

Education

Bachelor’s degree

Tools

ServiceNow ITSM

ITIL knowledge

Job description

IT Service Management Process Analyst

The Opportunity: You know that true progress is made at the intersection of business and technology, and as a member of the Office of the CIO (OCIO) team, you can develop your skills in both. We are looking for someone who can help translate the IT Service Management (ITSM) program vision into consumable and measurable goals and partner with Enterprise Technology Services and Solutions (ETSS) Portfolios to support and drive innovative solutions to complex problems.

Responsibilities

• Translate the ITSM program vision into goals and partner with ETSS portfolios to support innovation.
• Lead interactions with all levels in the ETSS portfolios to collect, comprehend, and define services and their supporting processes.
• Analyze and lead process improvement efforts to enhance service delivery.
• Work closely with the client to develop operational processes based on the ITIL framework.
• Champion ITSM principles, help ensure the ITSM program achieves its goals, and empower clients to understand the value of maturing the Service Management program.
• Present recommendations to the internal team and internal client, articulating the solution concept clearly and its alignment with IT Service Management strategy.
• Develop, coordinate, and implement plans to manage ITSM process implementations and improvements, including identifying and mitigating potential risks.
• Help lead the Service Request Management (SRM) and ETSS Service Catalog operations and process improvement efforts.
• Due to the nature of work performed within this facility, U.S. citizenship is required.

Requirements

• 5+ years of experience with leading IT business process reengineering and process improvement initiatives of large-scale organizational or technology transformations, including defining key performance indicators to measure process improvement.
• 3+ years of experience with Information Technology Infrastructure Library (ITIL) service life cycle or IT Service Management (ITSM).
• Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders.
• Ability to lead discussions and reach consensus among various stakeholders to conduct strategic planning, define business objectives, prioritize goals, and mitigate risks.
• Ability to work independently and manage priorities simultaneously.
• Bachelor’s degree.

Preferred Qualifications

• 3+ years of experience with managing an enterprise service catalog for a large organization.
• 3+ years of experience with IT service request management process.
• 3+ years of experience with enterprise change management.
• 3+ years of experience with leading strategic framework and methodology development.
• Experience with ServiceNow ITSM or SPM modules.
• Possession of excellent critical thinking and analytical skills.
• Possession of excellent verbal and written communication skills.
• Bachelor’s degree in a Business- or IT-related field.
• ITIL 4 Foundation Certification.
• Project Management Professional (PMP) or Business Process Management (BPM) Certification.

Benefits

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we’ll support you as you pursue a balanced, fulfilling life—at work and at home.

Compensation

Salary at Booz Allen is determined by various factors, including but not limited to location, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $75,600.00 to $172,000.00 (annualized USD). This posting will close within 90 days from the posting date.

Work Model

Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely. If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility. If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.