It Service Management Analyst - Remote

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 an IT Service Management 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.

HOW AN IT SERVICE MANAGEMENT ANALYST WILL MAKE AN IMPACT:

• - Driving root cause analysis activities.
• - Conduct monthly meetings with client for the review of recent problem management activity.
• - Producing metrics.
• Manage the Problem Management process, including:
• Assisting the IT Service Management (ITSM) team in supporting the Incident, Service Request, Problem, Event, and Knowledge Management processes utilized by the HIGLAS program.
• - Documentation, training, and communications.
• - Ensuring adherence to Problem Management SLAs through ticket monitoring and escalation where needed.

• - Identifying opportunities for process improvements.
• - Demonstrating a background in the ITIL Framework with a clear understanding of the Key Process areas (Incident, Problem, Change, Release) and how they correlate to each other.
• - Identifying opportunities for process improvements.
• May coach and provide guidance to less-experienced professionals
• - Maintaining strong process-oriented skills that drive process with multiple teams within the program.
• - Preparing materials for client meetings and reporting.
• - Identifying and eliminating duplication, streamlining, centralizing, business improvement processes, manufacturing improvement processes, and/or vendor selection.
• Supporting the process leads in daily operational activities, including:
• - Identifying and analyzing business needs, conducting requirements gathering, and defining scope and objectives.
• - Monitoring and management of incident tickets, problem tickets, event management, knowledge articles, and service requests.
• May serve as a team or task lead
• - Researching industry trends for application of process improvement techniques and best practices
• - Creating and maintaining dashboards and reports within ServiceNow, that show trends for different KPI’s for various levels of Management review.

WHAT YOU’LL NEED TO SUCCEED:

• Experience with Problem Management root cause analysis.
• 3+ years’ experience working with support or development lifecycle methodologies and frameworks.
• Experience working with maintaining Service Level Agreements.
• Bachelor’s Degree or equivalent experience.
• Strong problem-solving skills, and strong experience with utilizing various problem investigation methods like 5 Whys to efficient and effectively identify root cause.
• Strong experience with Microsoft Office suite.
• Ability to understand and enforce IT support processes.
• Experience creating and maintaining process documentation.
• Experience in identifying existing data sources that will be useful in identifying root causes.
• Experience in guiding peers to key root cause analysis.

ATTRIBUTES FOR SUCCESS

• Experience working across an organization and interacting with different teams and skillsets.
• Focus on detail and quality.
• Strong oral, presentation and written communication skills.
• Strong analytical and organizational skills while managing/prioritizing multiple simultaneous efforts.

Security Clearance Level: Public Trust

• Candidate must have lived in the United States at least three (3) out of the last five (5) years and will be required to go through a public trust background investigation.

Preferred Qualifications:

• Experience with ServiceNow or equivalent tool.
• ITIL v3 or ITIL 4 Foundation certification.
• Outstanding customer focus and service skills.
• Self-starter and self-motivator who takes the initiative to accomplish goals and objectives and can work independently, without supervision.

Location: Remote

GDIT IS YOUR PLACE:

• Comprehensive health and wellness packages
• Professional growth opportunities including paid education and certifications
• 401K with company match
• Rest and recharge with paid vacation and holidays
• Internal mobility team dedicated to helping you own your career
• Cutting-edge technology you can learn from