ITSM Process Leader - Remote/Hybrid

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

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.