IT Service Management Process Analyst (Remote Eligible)

SNC supports programs and warriors who protect our country. Be part of a team that helps protect our country.

As an ITSM Process Analyst III, you'll oversee the governance and maturation of multiple IT Service Management / ITIL processes. This includes, but is not limited to, IT Change Management, IT Request Management, and the IT Service Catalog which is built into ServiceNow. You will ensure these ITSM processes adhere to the highest operational and compliance standards, while optimizing, automating, and maturing these processes.

You will participate in the execution and delivery of the team's VGOS (Vision, Strategy, Objectives and Goals). You will orchestrate metric and KPI reporting to ensure visibility and to achieve the goals set by the ITSM team. You will build and maintain business and cross-functional relationships to proactively meet customer needs, address issues, improve these processes and ensure alignment to other connected processes.

As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.

Responsibilities:

IT Change Management

• Orchestrate the Change Advisory Board (CAB) meetings and reporting.

• Drive maturity, automation, and optimization within the IT Change Management ITSM processes.

Request Management

• Monitor, manage and identify opportunities for automation and optimization.

• Report on key KPIs related to aging requests, aging approvals, abandoned tickets, hand offs, and other key KPIs.

Service Catalog

• Continually evaluate all services in the Service Catalog to ensure they are correctly categorized and understood with good keywords, descriptions, etc.

• Ensure all catalog items are well understood and easily discernible from other catalog items.

• Monitor, manage and identify opportunities for automation and optimization.

• Report on key KPIs related to aging requests, aging approvals, abandoned tickets, hand offs, and other key KPIs.

• Manage incoming requests for Service Catalog changes / additions to ensure they align with existing service offerings, work with system owners to gather detailed requirements,

Other

• Perform similar duties for other ITIL processes possibly including Incident / Major Incident, Problem, Knowledge, Service Level Management, Asset Management, Configuration Management, etc.

Qualifications You Must Have:

• Bachelors Degree in Information Technology/Computer Science or equivalent work experience.

• ITIL Foundations certification .

• Broad and deep ITSM understanding.

• Experience using ServiceNow -Solid knowledge of reporting, dashboards, ticket flows, etc.

• Solid understanding of ServiceNow Service Catalog items including intake forms and workflows.

• Experience managing / orchestrating IT Change Management and CAB meetings.

• Ability to understand complex business needs and turn them into requirements.

• Superior attention to detail with good written and verbal communication skills.

• Excellent technical writing skills.

• xperience with MS Office, Visio, Swim Lane Diagrams, and process design techniques.

Qualifications We Prefer:

• Additional ITIL V3 and ITIL V4 Certifications.

• Experience administering the ServiceNow platform.

• Certified ServiceNow Admin (CSA) Certification.

• Creative and strong problem solving skills.

• Professionalism with an emphasis on customer service.

• Excellent interpersonal and communication skills.

• Understanding of agile methodologies.

Estimated Starting Salary Range: $94,345.12 - $129,724.54. SNC considers several factors when extending job offers, including but not limited to candidates' key skills, relevant work experience, and education/training/certifications.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more (~~~/) .

IMPORTANT NOTICE:

To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

Learn more about the background check process for Security Clearances. (~~~/)

SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We're known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation's most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!

As an Equal Opportunity Employer, we welcome our employees to bring their whole selves to their work. SNC is committed to fostering an inclusive, accepting, and diverse environment free of discrimination. Employment decisions are made without regarding to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or other characteristics protected by law. Contributions to SNC come in many shapes and styles, and we believe diversity in our workforce fosters new and greater ways to dream, innovate, and inspire.