Service Catalog and Request Fulfillment Management Analyst at Saic

Description

SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance.

SAIC is seeking ITIL Process Analysts to support the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of processes and procedures working with stakeholders to identify improvements.

Job Responsibilities:

• Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders.
• Support the development of procedures, work instructions, and templates to support process execution.
• Analyze and identify solutions that integrate other processes.
• Leverage knowledge and best practice experience to identify and champion recommendations for improvement opportunities within the specific process area.
• Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; support quality assurance activities related to process.
• Conduct quality assessments to validate proper implementation of processes to meet quality standards.
• Support the preparation of briefings and conduct analysis, evaluation, and assessment of process performance measurements.
• Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas.
• Ensure end-user satisfaction during the fulfillment of requests.
• Take corrective action based on customer feedback or dissatisfaction; ensure similar cases of dissatisfaction do not repeat.
• Identify fulfillment opportunities that can be automated.
• Provide input for technology requirements impacting service catalog and/or request fulfillment.
• Support engineering and design of service catalog items.
• Support measurement and reporting for weekly and monthly meetings.

Qualifications

Required Education:

• Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience; PhD or JD and four (4) years or more experience.

Desired Education:

• Bachelor’s degree in business, computer science, management information systems, or related field.

Required Experience:

• Working knowledge of the Service Management workflows and ITSM processes.
• Knowledge of ITIL processes.
• Experience managing projects to meet schedules and milestones.
• Solid analysis and reporting skills.
• Strong written and verbal communications skills.
• Ability to clearly document, present, and train ITSM processes to technical and non-technical audiences.
• Ability to facilitate recurring technical/non-technical meetings and working groups.
• Must be comfortable researching various enterprise IT related technologies.

Desired Experience:

• Experience with Confluence.
• Experience working with ServiceNow.

Clearance:

• Must be a U.S. Citizen with an active TS/SCI with the required poly.