OVERVIEW:
We are seeking a Senior IT Service Management (ITIL) Consultant to join our team of qualified, diverse individuals. The Senior IT Service Management (ITIL) Consultant is a senior role and is responsible for providing expert-level consulting to program and government team members and driving change across the program. The role will assess and prioritize where improvements or maturity steps in the IT service management lifecycle are most beneficial to the team and the government. The role is also responsible for recommending continuous improvement actions and monitoring/driving the corrective action plan(s) to completion. Making ITSM toolset recommendations to optimize the tools for optimal efficiency and effectiveness is key. Data analysis is a big component of this role in identifying issues and risks with the current IT model and performance against that model so a strong understanding of analyzing reports and dashboards from ServiceNow are a key for success.
- This role will be interacting with technical leads across the program so a solid understanding of IT management is required. Consulting technical leads such as Database, Infrastructure, Network, Application Support and Security will require a solid understanding of each area to be effective.
- The role will require developing, monitoring, driving and reporting on corrective action and transition plans when IT Service Management performance is not at an acceptable level or projects to mature the model. This role will also develop the plan for rolling out any changes to the model and associated SOPs/job aides, tools, etc, so project and/or transition management is important.
- Interacting with senior leadership within the team and government leadership is key.
- The role is responsible for creating documents and presentations such as: 1) IT service management Standard Operating Procedures (SOP), 2) job aides, 3) corrective action plans, 4) business justifications, 5) impact analysis, 6) roadmaps and 7) status reporting.
- The role is also responsible for contributing to a IT service Management plan roadmap, so a solid understanding of industry trends and the mission and priority of the government customer is vital.
GENERAL DUTIES:
- Perform data analytics on ITIL and other metrics to identify any potential negative trending of IT service management performance or areas of increased efficiencies opportunities
- Recommend corrective actions to technical and business teams and lead project/transition teams to implement corrective or improvements
- Recommend changes to the ITSM toolset functionality and configuration to improve user efficiency and effectiveness (i.e. ServiceNow modifications)
- Coordinate/communicate with all levels of leadership within the team and the government on performance, corrective actions, and strategic planning of IT service management
- Liaison between technical and business teams and the government customer (including FEDSIM).
- Create and/or deliver customized training to team members on the ITIL service management
- Work in a cross-team organization to support all operations, engineering, program management, asset and acquisition teams in the area of IT Service Management.
- Please note that this position has 1st shift
REQUIRED QUALIFICATIONS:
- BS degree and 12-15 years experience or MS degree and 10-13 years experience or PHD and 10 years experience.
- Possesses an ITIL v4 Intermediate Level Certification (or higher)
- A minimum of five years of experience leading an IT service delivery team
- A minimum of three years consulting experience (internal or client facing)
- Ability to work independently leading program level improvement initiatives
- A minimum of three years analyzing data to identify trending and root cause of IT service management performance issues and make recommendations to technical and business teams.
- Understands the entire Incident Lifecycle Management cycle
- Understanding of ITSM queue management
- Ability to recommend strategic roadmap for IT service management maturity
- Experience interacting with technical teams to develop corrective action plans and future maturity projects
- Active Program Management Professional (PMP)
- Ability to interact with senior leadership on both the team and government side
- Ability to develop project/transition plans, job aides, SOPs, corrective action plans, presentations, business justifications, maturity models and status reports
DESIRED QUALIFICATIONS:
- Previous management experience
- One year or more of experience working with ServiceNow IT Service Management Incident Management module
- Experience working with two or more of the following ServiceNow IT Service Management modules (Configuration Management/CMDB, Service Request Management, Problem Management, Knowledge Management)
- Experience using ServiceNow Dashboards for IT service management reporting
- Award Fee contract experience
- Federal government segment experience
CLEARANCE:
