ITIL Process Analyst
Computer World Services (CWS)Corporation

Job Info

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Analyzes system requirements and defines system architecture that will meet business needs, including server infrastructure, capacity planning, storage requirements, and networking protocols. Ensures that architecture project roll-outs meet security standards and be effectively integrated with current applications. A specialist on complex technical and business matters. Work is highly independent.

Key Tasks and Responsibilities:
• As part of a team, perform management reviews, prioritization, scheduling, planning, testing, design, and execution prior to the implementation of any changes in the production system following the ITIL Life Cycle.
• Ensure that change management reviews, prioritization, scheduling, planning, testing, design, and execution are accomplished prior to the implementation of any changes in the production system following the ITIL Life Cycle.
• Attend daily CAB meetings in order to facilitate, while acting as the mission partner ITSM change coordinator, in the handling of new change requests.
• Technical discussions focusing on impact, implementation plans, test plans, back-out plans, system availability (outage required/maintenance window change), and the necessity of requested changes.
• Provide insight into the background of requests and help adjudicate these requests. Ensure all documentation and details are in the CR.
• Be the coordinator/liaison between the mission partner and DISA concerning change requests. Coordinate with the mission partner in order to fully understand the associated impacts and risks.
• Track all changes and their progress through the ITIL lifecycle from testing in the development environment through to implementation in the DISA production environment, including COOP.
• Lead twice-weekly Production Technical Change Board (TCB) collaboration calls to coordinate scheduled modifications to the production environment with the mission partner and DISA.
• Be knowledgeable of change impacts to the applications, application interfaces and order of change completion for risk avoidance purposes.
• Coordinate with the DISA service desk to initiate Collaboration Calls in order to assemble the appropriate resources (mission partner, DISA, and contractor teams) to resolve the issue and restore service as quickly as possible. Keep the calls open until solutions are identified, implemented, and validated.
• Provide problem management and Root Cause Analysis (RCA) support.
• Support, organize, label, store, and deliver contract deliverables as directed by the site lead and Manager.
• Assist with the development, negotiation, and maintenance of Key Performance Indicators (KPIs) and Service Level Metrics (SLMs) used by DISA and mission partners to document contracted performance agreements listed in the SLA. Assist with the identification of required changes to the KPIs and SLMs based on architecture, application, and/or service need changes received from DISA and mission partners. Quarterly, assist DISA and the mission partners with the identification of continuous improvement opportunities for service delivery and areas being impacted by poor compliance with agreed upon Operating Level Agreements (OLAs).
• Serve as the liaison for the mission partner development/build teams to migrate all new solutions into the DISA production environment. Coordinate the production implementation from start to finish. Complete the following tasks in regards to release management:
o Perform knowledge transfer to the DISA technical/administrator support teams in conjunction with the implementation of new releases into the production environment.
o Present all changes being driven from mission partner business requirements and translate these into technical direction to DISA. Balance the current production infrastructure with any new requirements, and architect any changes to integrate with the current environment.
o Create detailed cutover project/work plans for all mission partner environment changes. These plans detail the step-by-step instructions for completing all production releases. This includes project, hardware upgrades, functional releases, and operational improvements.
o Manage the execution of these plans, report status, track related issues, and update the plans.
o Create release change request ensuring all the technical details and timelines are reflected in the change request in preparation for implementation.

Education & Experience

• Bachelors (experience can substitute degree level)
• 5+ years’ maintaining and supporting business applications architecture

Certifications

• ITIL Foundations Preferred

Security Clearance

• NIPRNet Access – Secret IT-I
• Requires Final (Interim is acceptable to start) DoD Security Clearance level of Secret

Other

• Note, all positons are identified as DoD 8570 IT-1 (privileged level systems access), which requires a favorably adjudicated Tier 5 investigation (formerly known as a Single Scope Background Investigation (SSBI)).
• Travel requirement is not expected.
• Shift Schedule: Days: Monday-Friday Dayshift

This job has expired.