Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.
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
Other key responsibilities of the Incident Management Analyst:
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.
As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero-tolerance policy for security violations.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.