Service Catalog / Portfolio Analyst

Socket.dev; Washington, Reston (District of Columbia, VA); On-site; USD 110,000 - 140,000; Full time

Job summary

Empower AI is a government-focused AI solutions provider seeking a Service Catalog / Portfolio Analyst to support the Department of State. You will manage the IT service catalog, drive modernization initiatives, and integrate cloud-based services while ensuring accessibility and measurable business value.

The role emphasizes program management, infrastructure support, and continuous improvement of the service portfolio to align with agency modernization goals.

Qualifications

• 5+ years of IT/service management experience or equivalent.
• Bachelor's degree in IT or related field required.
• ITIL 4 Foundation Certification required.
• Secret Security Clearance required.

Responsibilities

• Provide IT services, infrastructure support, and program management services.
• Manage and improve the enterprise ServiceNow IT service portfolio and catalog.
• Ensure the portfolio offers a comprehensive, clearly defined, accessible set of services.
• Identify, evaluate, and prioritize new or enhanced service opportunities delivering value.
• Integrate cloud-based services and emerging technologies into the service catalog; implement automated catalog management.
• Provide analytics and reporting on service usage, trends, and customer satisfaction.

Skills

IT services

Infrastructure support

Program management

Service portfolio

Automation

Digital transformation

Education

Bachelor's in IT or related field

ITIL 4 Foundation Certification

Secret Security Clearance

Tools

ServiceNow

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

We have an exciting opportunity at the Department of State! The Service Catalog / Portfolio Analyst is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer.

Responsibilties:

• You will be a key member of the team providing a wide range of Information Technology services, infrastructure support, and program management services.
• You will support in managing and continuously improving the enterprise-level ServiceNow IT service portfolio and catalog.
• You shall ensure the portfolio offers customers a comprehensive, clearly defined, and easily accessible set of products and services across all task areas within the enterprise level ITSM.
• This work includes the requirement to identify, evaluate, and prioritize new or enhanced service opportunities that deliver measurable business value, improve operational efficiency, and align with agency modernization goals (e.g., cloud adoption, automation, and digital transformation).
• You will maintain and regularly update the service portfolio and catalog for all services delivered under this task, ensuring alignment with evolving customer requirements and industry best practices.
• You will also Integrate cloud-based services and emerging technologies into the service catalog as appropriate; implement automated catalog management processes to reduce manual effort and improve accuracy; ensure catalog accessibility and usability for all users, including compliance with Federal accessibility standards; and provide analytics and reporting on service usage, trends, and customer satisfaction to inform decision-making.

Qualifications

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 5+ years
• Bachelor's in IT or related field
• ITIL 4 Foundation Certification
• Secret Security Clearance

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.