IT Service Management Analyst

Clearance Level
Other
Category
Business Process Analysis
Location
Remote, Based in Maryland

REQ#: RQ123928

Travel Required: None
Public Trust: None
Requisition Type: Regular

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Systems Analyst Associate joining our team to support Centers for Medicare and Medicaid Services (CMS) activities at Windsor Mill, MD.

At GDIT, people are our differentiator. As a Business Process Analyst supporting the Healthcare Integrated General Ledger Accounting System (HIGLAS) program, you will be trusted to provide assistance to our teams and the client on IT lifecycle processes and their implementation within ServiceNow and an expert on ServiceNow analytical tools.

In this role, a typical day will include:

  • Assisting the IT Service Management (ITSM) team in supporting the Incident, Service Request, Problem, Event, and Knowledge Management processes utilized by the HIGLAS program.

  • Manage the Problem Management process, including:

Driving root cause analysis activities.

Documentation, training, and communications.

Producing metrics.

Ensuring adherence to Problem Management SLAs through ticket monitoring and escalation where needed.

Conduct monthly meetings with client for the review of recent problem management activity.

  • Supporting the process leads in daily operational activities, including:

Monitoring and management of incident tickets, problem tickets, knowledge articles, and service requests.

Identifying opportunities for process improvements.

Preparing materials for client meetings and reporting.

  • Supporting the process leads in daily operational activities, including:

Monitoring and management of incident tickets, problem tickets, knowledge articles, and service requests.

Identifying opportunities for process improvements.

Preparing materials for client meetings and reporting.

Required Qualifications:

  • Bachelor’s Degree or equivalent combination of education and work experience required.

  • 2+ years’ experience working with support or development lifecycle methodologies and frameworks.

  • Strong experience with Microsoft Office suite.

  • Experience creating and maintaining process documentation.

  • Applicant must be able to obtain and maintain a Public Trust Clearance.

Desired Qualification:

  • Experience with ServiceNow or similar tool.

  • Experience working across an organization and interacting with different teams and skillsets.

  • Assisting the IT Service Management (ITSM) team in supporting the Incident, Service Request, Problem, Event, and Knowledge Management processes utilized by the HIGLAS program.

  • The candidate must be a United States Citizen or Green Card holder to be considered for position. 

Attributes for Success:

  • Good interpersonal and communication skills needed to interact with other teams and clients within the program.

  • ITIL Foundation Certification v3 or later.

  • Self-starter who takes the initiative to accomplish goals and objectives and can work independently, without supervision.


About Our Work

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.

COVID-19 Vaccination

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.