ITSM Management Analyst (Journeyman)

DecisionPoint | Cortek; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

DecisionPoint seeks an ITSM Management Analyst to support service-management process design, documentation, standardization, performance analysis, and continual improvement for the USMEPCOM ENLIST program. This role maps ITSM processes, maintains responsibility matrices and SOPs, and promotes consistent and effective service delivery.

The position is remote with preference for candidates located in or near Chicago.

Qualifications

• Active Secret clearance required.
• Minimum of 5 years of relevant professional experience.
• Current ITIL Foundation certification or higher.

Responsibilities

• Support development, maintenance, and continual improvement of the program ITSM Plan and Service Management System.
• Document and maintain ITSM policies, processes, procedures, roles, responsibilities, controls, technologies, and reporting requirements.
• Map current-state and future-state service-management processes using clear, standardized process models.
• Analyze processes to identify gaps, duplication, bottlenecks, unclear handoffs, control weaknesses, and automation opportunities.
• Develop, update, and standardize operating procedures, process guides, knowledge articles, workflows, templates, and checklists.
• Facilitate process-design sessions, process-owner reviews, working groups, governance meetings, and continual-improvement workshops.
• Coordinate document reviews, incorporate stakeholder feedback, resolve comments, and maintain approved process baselines.
• Support implementation and integration of service-management processes across ENLIST tasks and technical service areas.
• Analyze SLA/SLO performance, key performance indicators, operational metrics, service trends, exceptions, and recurring issues.
• Develop process-performance reports, dashboards, briefings, findings, and improvement recommendations.
• Support process owners in defining objectives, inputs, activities, outputs, controls, measures, interfaces, and escalation procedures.
• Assist with service portfolio, service catalog, service-level, availability, capacity, continuity, information-security, and cost-control processes.
• Assist with project transition, change, release and deployment, knowledge, service-validation, incident, request, problem, event, and access-management processes.
• Review Daily System Status Reports and related operational data to identify trends, reporting gaps, and improvement opportunities.
• Track process findings, improvement actions, responsible owners, target dates, dependencies, status, and completion evidence.
• Support root-cause analyses and development of corrective and preventive actions.
• Verify that approved process improvements are implemented, documented, communicated, and measured.
• Maintain a continual-improvement register and assist with prioritizing actions based on mission impact, risk, value, and level of effort.
• Support ITSM maturity assessments and the development of service-management roadmaps.
• Provide ITSM process and performance information for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.
• Support training, communications, and stakeholder adoption of new or revised service-management processes.
• Maintain process documentation, review histories, approval records, metrics, findings, lessons learned, and audit trails.
• Protect sensitive Government, program, operational, performance, and personnel information.

Skills

Security clearance

Education

Bachelor's degree in Business, Management, IT, Information Systems, or related field

ITIL Foundation certification

Job description

Overview

DecisionPoint seeks an ITSM Management Analyst to support service-management process design, documentation, standardization, performance analysis, and continual improvement for the USMEPCOM ENLIST program. This role maps and evaluates ITSM processes, maintains responsibility matrices and standard operating procedures, facilitates process reviews, and recommends improvements that promote consistent and effective service delivery.

This position is remote, with preference given to candidates located in or near Chicago.

Duties & Responsibilities

The ITSM Management Analyst will:

• Support development, maintenance, and continual improvement of the program ITSM Plan and Service Management System.
• Document and maintain ITSM policies, processes, procedures, roles, responsibilities, controls, technologies, and reporting requirements.
• Map current-state and future-state service-management processes using clear, standardized process models.
• Analyze processes to identify gaps, duplication, bottlenecks, unclear handoffs, control weaknesses, and automation opportunities.
• Develop and maintain Responsible, Accountable, Consulted, and Informed matrices for ITSM processes and cross-functional workflows.
• Develop, update, and standardize operating procedures, process guides, knowledge articles, workflows, templates, and checklists.
• Facilitate process-design sessions, process-owner reviews, working groups, governance meetings, and continual-improvement workshops.
• Coordinate document reviews, incorporate stakeholder feedback, resolve comments, and maintain approved process baselines.
• Support implementation and integration of service-management processes across ENLIST tasks and technical service areas.
• Analyze SLA/SLO performance, key performance indicators, operational metrics, service trends, exceptions, and recurring issues.
• Develop process-performance reports, dashboards, briefings, findings, and improvement recommendations.
• Support process owners in defining objectives, inputs, activities, outputs, controls, measures, interfaces, and escalation procedures.
• Assist with service portfolio, service catalog, service-level, availability, capacity, continuity, information-security, and cost-control processes.
• Assist with project transition, change, release and deployment, knowledge, service-validation, incident, request, problem, event, and access-management processes.
• Review Daily System Status Reports and related operational data to identify trends, reporting gaps, and improvement opportunities.
• Track process findings, improvement actions, responsible owners, target dates, dependencies, status, and completion evidence.
• Support root-cause analyses and development of corrective and preventive actions.
• Verify that approved process improvements are implemented, documented, communicated, and measured.
• Maintain a continual-improvement register and assist with prioritizing actions based on mission impact, risk, value, and level of effort.
• Support ITSM maturity assessments and the development of service-management roadmaps.
• Provide ITSM process and performance information for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.
• Support training, communications, and stakeholder adoption of new or revised service-management processes.
• Maintain process documentation, review histories, approval records, metrics, findings, lessons learned, and audit trails.
• Protect sensitive Government, program, operational, performance, and personnel information.

Qualifications

Required Qualifications

• Active Secret clearance or higher.
• Bachelor's degree in Business, Management, Information Technology, Information Systems, or a related field.
• Minimum of 5 years of relevant professional experience.
• Current ITIL Foundation certification or higher.

Preferred Qualifications

• Experience in IT service management, management analysis, business-process analysis, process improvement, service delivery, or a related discipline.
• Experience supporting Department of Defense, federal civilian, or other Government programs.
• Experience developing, maintaining, or improving an ITSM Plan or Service Management System.
• Experience mapping current-state and future-state processes using recognized process-modeling techniques.
• Experience developing RACI matrices, standard operating procedures, process guides, knowl