DescriptionSAIC is seeking an experienced IT Service Management/Senior Business Analyst to support a managed services engagement for a major Public Sector account. The selected candidate will be responsible for Change and Incident Management processes as well as Service Level reporting. The BA/ITSM analyst will collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our client.Candidate must be willing to support west coast working hours, per client needs .DUTIES & RESPONSIBILITIES:
Perform day-to-day management of the change management process in ServiceNow, for example: reviewing change requests with internal teams, ensuring changes have sufficient resources assigned and are complete, and reviewing planned changes with the client
Manage the weekly CAB Review meetings
Perform day-to-day management of the incident management process. Ensure teams are following up on their ticket queues and meeting service levels. Manage the incident management review call with internal teams
Provide analysis, guidance and measurement of our infrastructure and technology providers' performance against committed service levels.
Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data
Review and maintain ITSM Process and Operating Procedures
Review policy, processes, procedures, and work instructions to identify and implement improvements
Participate in defining, planning and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
Understand the relationships, dependencies and impact of neighboring business functions
Responsible for building and maintaining internal and client relationships that can be leveraged to support the achievement of business objectives.
Works independently or as a project team member. Works on small to large, complex issues that require increased skill in multiple environments and knowledge of one or more specific products (Microsoft Sharepoint, ServiceNow, Excel)
Provide administration support of internal Microsoft SharePoint sites
Develop / manage ad hoc ITSM reporting requests
QualificationsREQUIRED EDUCATION/QUALIFICATIONS:
Bachelor's Degree in Computer Science, Information Systems or other related field
5 years of IT experience in development and/or support functions in an ITIL delivery model
5+ years hands-on experience in ServiceNow
REQUIRED EXPERIENCE/SKILLS:
Exceptional analytical and problem-solving skills
Ability to work independently in a remote environment
Solid understanding of ITSM and industry best practices
Ability to establish a solid working relationship with Service Delivery Managers, IT Technical Subject Matter Experts, technical staff and business leaders
Working knowledge of several ITIL processes including Configuration Management, Incident Management, and Change Management
Ability to make recommendations for changes and improvements to tools and processes.
Proficient skills in Microsoft Office products including MS Excel and Powerpoint
Excellent written and oral communication skills.
Demonstrated ability to facilitate and lead virtual meetings
Must be able to pass the California Department of Justice and FBI background check process
Preferred Experience/Certifications:
ITIL V4 Foundation Certification
Target salary range: $75,001 - $85,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.SAIC accepts applications on an ongoing basis and there is no deadline.Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
REQNUMBER: 2404676-2926SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability