Senior IT Service Management Analyst

Interactive Process Technology LLC; Arlington (VA); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior IT Service Management Analyst to join their dynamic Technology Solutions group. In this role, you will leverage your extensive experience to design and enhance services that meet critical success factors, while collaborating with stakeholders to ensure compliance with service agreements. This position offers the opportunity to work with a passionate team dedicated to innovative solutions and continuous learning. If you are a self-directed professional with a strong technical background and a desire to make a meaningful impact, this role could be your next career step.

Qualifications

• 10 years experience in IT Service Management or similar role.
• Strong communication and organizational skills are essential.

Responsibilities

• Design and update services with defined service levels and CSFs.
• Develop and maintain OLAs, identifying roles and responsibilities.
• Report and monitor SLAs, SLOs, metrics, and KPIs.

Skills

Technical Problem Solving

Communication Skills

Organizational Skills

Education

Bachelor's degree in a related field

Tools

Service Level Agreements (SLAs)

Operational Level Agreements (OLAs)

Key Performance Indicators (KPIs)

Job description

Senior IT Service Management Analyst

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:

• 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
• As needed develop and maintain Operational Level Agreements (OLAs), identifying roles, responsibilities, and resources required
• 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
• Report and monitor SLAs, SLOs, metrics, and KPIs in the MPSR
• In conjunction with CSI, proactively audit service and process owners for compliance with SLAs and SLOs
• 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, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity.

Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.