ITSM Process Analyst – ITIL & Process Improvement

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

Job summary

Haweo LLC is seeking an ITSM professional to support the implementation and maturation of ITIL processes for a Federal client. You will document processes, procedures, and workflows, and collaborate with process owners, managers, and stakeholders to drive continuous improvement.

The role requires a DoD Secret clearance eligibility, excellent writing and communication skills, and proficiency with MS Office and SharePoint to support meetings and documentation efforts.

Qualifications

• BS/BA degree in Business Management, IT, or related discipline.
• Minimum 3 years of experience supporting service management.
• ITIL4 Foundations Certification or ability to obtain.
• U.S. citizen with ability to obtain DoD Secret clearance.
• Excellent writing and communication skills.
• Proficiency with MS Office Suite (Teams, Word, PowerPoint, Excel, Visio).
• Strong organization and ability to meet deadlines.

Responsibilities

• Provide support and SME input for IT service management documentation, briefings, and analyses.
• Contribute process improvement ideas to ITSM working groups.
• Document processes, SLAs, CSFs, workflows, and work instructions.
• Ensure timely communication between Government and internal stakeholders.
• Create documentation and presentations using MS Office tools.
• Maintain documentation control via SharePoint.
• Attend and contribute in regular meetings.

Skills

MS Office

Written & verbal communication

ITIL Foundation

Documentation

Stakeholder communication

Education

Bachelor's degree in Business Management/IT

Tools

SharePoint

MS Visio

MS Excel

MS PowerPoint

MS Word

BMC Remedy

Job description

Haweo LLC is seeking an ITSM professional to support the implementation and maturation of ITIL processes for a Federal client. You will document processes, procedures, and workflows, and collaborate with process owners, managers, and stakeholders to drive continuous improvement.

The role requires a DoD Secret clearance eligibility, excellent writing and communication skills, and proficiency with MS Office and SharePoint to support meetings and documentation efforts.