Senior IT Service Management Analyst

Prana Comunicación; Arlington (VA); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their Technology Solutions group in Arlington. This role involves designing and updating services to meet critical success factors while ensuring compliance with operational agreements. The ideal candidate will have a strong technical background and a passion for problem-solving, with a commitment to delivering innovative solutions. Emphasizing continuous learning and growth, this position offers a collaborative environment where your contributions will directly impact major government and business organizations. If you are ready to take on challenging technical business problems, we want to hear from you!

Qualifications

• 10 years of experience in a similar role.
• Strong communication and organizational skills are essential.

Responsibilities

• Design and update services with defined service levels.
• Develop and maintain Operational Level Agreements (OLAs).
• Monitor SLAs, SLOs, metrics, and KPIs for compliance.

Skills

Strong communication skills

Organizational skills

Problem-solving skills

Technical knowledge

Education

Bachelor's degree in a related field

Tools

IAT or IAM Level I certification

Job description

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Onsite: Arlington, VA

IPTA is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners, we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.

Our Team

We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging technical business problems
• Self-directed professionals
• Hunger to continually learn and grow

Responsibilities

1. Design new or update existing services with specific service levels and Critical Success Factors (CSFs) defined at project conception and agreed to by NGB NCR NEC and project stakeholders
2. Develop and maintain Operational Level Agreements (OLAs), identifying roles, responsibilities, and resources required
3. Draft new or update measurements, metrics, and KPIs with an emphasis on availability, reliability, and performance for services in coordination with service owners and CSI
4. Report and monitor SLAs, SLOs, metrics, and KPIs in the MPSR
5. Proactively audit service and process owners for compliance with SLAs and SLOs in conjunction with CSI
6. Coordinate SLM with CSI activities

Requirements

• Bachelor's degree in a related field
• Ten (10) years of prior experience in a similar role
• Strong communication and organizational skills
• IAT or IAM Level I certification
• Active Security Clearance

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, veteran status, or any other characteristic protected by law. We base all employment decisions on the principles of equal employment opportunity.