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IT Service Management Analyst

General Dynamics Information Technology Baltimore, MD
  • Posted: September 07, 2019
  • Full-Time

Clearance Level Must Currently Possess:
No Active Clearance Required
Clearance Level Must Be Able to Obtain:
No Active Clearance Required
Suitability:
Public Trust
Job Family:
Business Process Analysis
Job Description:
GDIT is seeking an ITSM Analyst for our Healthcare Integrated General Ledger Accounting System (HIGLAS) program at the Centers for Medicare & Medicaid Services in Windsor Mill, MD. The ITSM Analyst will support the Incident Management, Problem Management, and Service Request Management processes which are used to track operational activities across our functional, development, technical, and infrastructure teams. Supported applications include HIGLAS (based on Oracle eBusiness Suite), HIGLAS Business Intelligence (HBI, based on OBIEE), and Consolidated Budget System (CBS, based on Oracle Hyperion). The ITSM Analyst will be chiefly responsible for supporting the Incident and Problem Management processes.
Responsibilities include:

  • Manage the Problem Management process, including:
  • Driving root cause analysis activities
  • Documentation, training, and communications
  • Producing metrics
  • Ensuring adherence to Problem Management SLAs through ticket monitoring and escalation where needed
  • Conduct bi-weekly meeting with client for the review of recent problem management activity
  • Manage the Incident Management process, including:
  • Documentation, training, and communications
  • Producing metrics
  • Ensuring adherence to Incident Management SLAs through ticket monitoring and escalation where needed
  • Support the ITSM Lead in daily operational activities, including:
  • Identify opportunities for process improvements
  • Prepare materials for client meetings and reporting
  • Conduct daily status call between team and the client
  • Develop and maintain process deliverables and updates to existing incident, problem, and service request documentation
Required Qualifications and Skills:
  • BS/BA or the equivalent
  • 2-4 years of experience in IT working with support or development lifecycle methodologies and frameworks
  • Knowledge of ITIL v3 Foundation or v4, specifically, Problem Management and Incident Management
  • Experience creating and maintaining process documentation
  • Strong experience with Microsoft Office suite
  • Experience working across an organization and interacting with different teams and skillsets
Desired Qualifications and Skills:
  • ITIL certification
  • Experience with ServiceNow
  • 2+ years of experience in SLA monitoring and reporting
Attributes for Success:
  • Strong oral and written communication skills
  • Strong analytical and organizational skills
  • Ability to understand and enforce IT support processes
  • Focus on detail and quality
Scheduled Weekly Hours:
40
T elecommuting Options:
Telecommuting Not Allowed
Work Location:
USA MD Baltimore
Additional Work Locations:
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. 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.
Join our 35,000 everyday heroes.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

General Dynamics Information Technology

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