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GDIT is seeking an individual to fill a position as an ITSM Incident Management Analyst for our team. This individual will be part of a team responsible for incident management activities for desktop service support from a central location for a dispersed enterprise customer base using tools such as ServiceNow. The individual must have experience utilizing ITIL practices to support government customer operations and maintenance activities.
Day-to-day activities of the Incident Management Analyst include:- Triage Incident, Change, and other ticket types according to priority/criticality
- Ensure all tickets meet established quality standards
- Route tickets to appropriate teams for work off
- Assign tickets to appropriate personnel
- Identify and report ticket trends
- Report, monitor, and update Outage, VIP, and High Priority tickets
- Draft Service Maintenance/Outage/Restoral Announcements
- Communicate and coordinate with Incident Managers and/or representatives from other contracts when necessary
- Ensure end user satisfaction during incident resolution
- Report, monitor, and update COOP events/activities in accordance with Incident Management Policy
- Maintain awareness of weather events that impact services and/or staffing
- Monitor maintenance requests to determine possible impacts to operations of services
- Monitor and clean-up orphaned tickets
- Monitor and enforce compliance of Incident Management Policy
- Maintain Incident Management policy
- Maintain situational awareness and ensure continual improvement of the same
- Monitor and facilitate resolution of tickets older than 30 days
- Monitor and facilitate tasks for the Problem Management team
- Participate in special projects as required
- BA/BS (or equivalent experience)
- ITIL Foundation (v4) or knowledge of ITIL processes
- Knowledge of ServiceNow or similar ticketing system
- 3+ years of directly related experience in systems administration and analysis in support of government intelligence customer
- Working knowledge of the Service Management workflows and ITSM processes, including Incident, Problem, and Change management
- Strong written and verbal communications skills
- Strong analysis and reporting skills
- Active TS/SCI and CI Polygraph
- Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment, either CompTIA Security+ OR CCNA-Security. CompTIA Security+ is the preferred certification. Must attain the required DoD 8570 Computing Environment (CE) Certification within six (6) months of Hire Date.