IT Service Operations Analyst

  • SAIC, Inc
  • Fort Belvoir, VA, USA
  • Aug 26, 2021

Job Description

Description

ET1234 – Systems Engineer, Principal

Job Description:

SAIC has an immediate opening for an IT Service Operations Analyst with a background in evaluating Operations Center support services (i.e., networking, voice services, security operations, virtual desktops, cloud hosted applications, email, and other related collaboration, communications and messaging systems).  The successful candidate must exhibit flexibility in task execution, provide technical expertise on a variety of customer driven topics, deliver continuity of effort, and demonstrate value-added judgment to advise senior customer leadership on the service health of deployed IT services. 

 

Responsibilities:

The successful candidate must be able to:

  • Operate proactively with ability to lead and execute project engagements without direct leadership oversight and/or participation
  • Leverage a working understanding of the ITIL framework and apply it towards the oversight and maturity of an evolving IT operations
  • Provide programmatic and technical guidance to other personnel as needed
  • Ensure service provider performance is monitored and appropriate actions are taken to maintain a health IT operations status
  • Identify gaps in data needed to effectively and efficiently measure the services providers
  • Develop written processes and procedures related to service activities
  • Ensure internal IT management controls are in place and operating effectively
  • Make procedural and operational observations and recommendations to improve the maturity of IT services and processes
  • Capture and assess daily, weekly, and monthly metrics
  • Measure and analyze the effectiveness of IT Service Operations executed by TIER 1 service providers
  • Perform after action analysis and produce after action reports designed to education senior decision makers on failures, and offer recommendations for improvement
  • Efficiently interaction with senior government and contractor leads as well as working level components
  • Effectively perform in a team environment with strong verbal and writing skills
  • Lead technical exchanges with service providers to capture process documents and procedures, and update them as necessary
  • Perform functional analysis, timeline analysis, detail trade studies, requirements allocation and interface definition studies with the IT service providers to translate mission requirements into execution specifications 
  • Perform as a key Technical Advisor for articulating service requirement gaps in IT support and relay challenges to decision makers

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: 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.

Qualifications

Education:

  • Bachelors in a STEM field of study and nine (9) years or more work experience; Masters and seven (7) years or more work experience; PhD or JD and four (4) years or more work experience;  Work experience of more than nine (11) years is sufficient without a degree
  • ITIL certifications are a plus, but not required
  • PMP and/or Agile certification are a plus, but not required

 

Desired Experience:

  • Fifteen (15) or more years of work experience supporting the Operation and Maintenance (O&M) of Information Technologies
  • ITIL Service Operation (i.e., Event Management, Incident Management, Problem Management, Request Fulfillment, Access Management, Service Desk, Technical Management, Application Management, and Operations Management)
  • Coordinating the troubleshooting efforts associated with ITIL Service Operations
  • Two (2) or more years of experience with Project Management
  • Strong customer relationship management
  • Excellent writing, organization, verbal communication, and presentation skills
  • Simultaneous management of multiple tasks and deliverables

 

Clearance Requirement:

  • Must Possess and maintain a Top Secret clearance Sensitive Compartmented Information (SCI) with Poly

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.