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Location

Kentucky | United States

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Job description

Description

SAIC is seeking an experienced IT Service Management/Senior Business Analyst to support a managed services engagement for a major Public Sector account. The selected candidate will be responsible for Change and Incident Management processes as well as Service Level reporting. The BA/ITSM analyst will collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our client.

*Candidate must be willing to support west coast working hours, per client needs .

DUTIES & RESPONSIBILITIES:
-      Perform day-to-day management of the change management process in ServiceNow, for example: reviewing change requests with internal teams, ensuring changes have sufficient resources assigned and are complete, and reviewing planned changes with the client
-     Manage the weekly CAB Review meetings
-     Perform day-to-day management of the incident management process.  Ensure teams are following up on their ticket queues and meeting service levels.  Manage the incident management review call with internal teams
-     Provide analysis, guidance and measurement of our infrastructure and technology providers' performance against committed service levels.
-     Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data
-     Review and maintain ITSM Process and Operating Procedures
-     Review policy, processes, procedures, and work instructions to identify and implement improvements    
-     Participate in defining, planning and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
-     Understand the relationships, dependencies and impact of neighboring business functions
-     Responsible for building and maintaining internal and client relationships that can be leveraged to support the achievement of business objectives.
-     Works independently or as a project team member. Works on small to large, complex issues that require increased skill in multiple environments and knowledge of one or more specific  products (Microsoft Sharepoint, ServiceNow, Excel)
-     Provide administration support of internal Microsoft SharePoint sites
-     Develop / manage ad hoc ITSM reporting requests

Qualifications

REQUIRED EDUCATION/QUALIFICATIONS: 
- Bachelor's Degree in Computer Science, Information Systems or other related field 
- 5 years of IT experience in development and/or support functions in an ITIL delivery model
- 5+ years hands-on experience in ServiceNow

REQUIRED EXPERIENCE/SKILLS:
- Exceptional analytical and problem-solving skills
- Ability to work independently in a remote environment
- Solid understanding of ITSM and industry best practices
- Ability to establish a solid working relationship with Service Delivery Managers, IT Technical Subject Matter Experts, technical staff and business leaders
- Working knowledge of several ITIL processes including Configuration Management, Incident Management, and Change Management
- Ability to make recommendations for changes and improvements to tools and processes.
- Proficient skills in Microsoft Office products including MS Excel and Powerpoint
- Excellent written and oral communication skills.
- Demonstrated ability to facilitate and lead virtual meetings
- Must be able to pass the California Department of Justice and FBI background check process

Preferred Experience/Certifications:
- ITIL V4 Foundation Certification

Target salary range: $75,001 - $85,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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Job tags

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Salary