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 is 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 an Incident Management Analyst joining our team to support our government client’s activities in the Northern Virginia locations.
At GDIT, people are our differentiator. TheIncident Management Analyst supports the design, deployment, and operations of IT Infrastructure based processes.
Directs the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
Supports the development of procedures, work instructions, and templates to support process execution
Performs as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
Leverage’s knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
Ensures compliance with process-specific standards and policies
Supports analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
Conducts quality assessments to validate proper implementation of processes to meet quality standards
Supports in the preparation of briefs, and reports to customers and service providers
Works with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
Delivers high quality work and can adapt to new challenges, either on their own or as part of a team
Manage incidents proactively
Ensure end user satisfaction during incident resolution
Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
Identify incident trends and create problem tickets for the same
Identify incident resolutions that can be automated, liaison with tools team for automation
Ability to use analytical tools and techniques to support reporting across the ecosystem
Ensures periodic and sufficient communication to management, business, and customers
Supports quick resolution of major incidents, ensuring the Ecosystem is following processes and procedures
Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed
Support Governance forums by preparing slides and reports to show status
Participates in special projects as required.
DESIRED QUALIFICATIONS: Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
2+ years of relevant work experience.
Working knowledge of the Service Management workflows and ITSM processes
Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
Experience working with an IT service ticketing system analyzing data
Experience managing projects to meet schedules and milestones
Solid analysis and reporting skills
Strong written and verbal communications skills
Ability to clearly document and explain ITSM processes (training)
Ability to present technical details to a non-technical audience (briefing)
Ability to facilitate reoccurring technical/non-technical meetings and working groups
Qualifications Would Be Nice To Have:
ITIL Foundations Certification
Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI with Polygraph.
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.
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.