ITSM Incident Management Analyst - TS/SCI with Polygraph

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

Education

• BA/BS (or equivalent experience)

Skills/Knowledge

• 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

Required

• 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.