ITSM Incident Management Analyst - TS/SCI with Polygraph
Company: General Dynamics Information Technology
Location: Chantilly
Posted on: January 26, 2023
Job Description:
Type of Requisition: RegularClearance Level Must Be Able to
Obtain: Top Secret SCI + PolygraphJob Family: Systems
AdministrationGDIT is seeking an individual to fill a position as
an ITSM Incident Management Analyst for our team. This individual
will be part of a team responsible for incident management
activities for desktop service support from a central location for
a dispersed enterprise customer base using tools such as
ServiceNow. The individual must have experience utilizing ITIL
practices to support government customer operations and maintenance
activities.Day-to-day activities of the Incident Management Analyst
include:
- Triage Incident, Change, and other ticket types according to
priority/criticality
- Ensure all tickets meet established quality standards
- Route tickets to appropriate teams for work off
- Assign tickets to appropriate personnel
- Identify and report ticket trends
- Report, monitor, and update Outage, VIP, and High Priority
tickets
- Draft Service Maintenance/Outage/Restoral Announcements
- Communicate and coordinate with Incident Managers and/or
representatives from other contracts when necessary
- Ensure end user satisfaction during incident resolutionOther
key responsibilities of the Incident Management Analyst:
- Report, monitor, and update COOP events/activities in
accordance with Incident Management Policy
- Maintain awareness of weather events that impact services
and/or staffing
- Monitor maintenance requests to determine possible impacts to
operations of services
- Monitor and clean-up orphaned tickets
- Monitor and enforce compliance of Incident Management
Policy
- Maintain Incident Management policy
- Maintain situational awareness and ensure continual improvement
of the same
- Monitor and facilitate resolution of tickets older than 30
days
- Monitor and facilitate tasks for the Problem Management
team
- Participate in special projects as requiredEducation
- BA/BS (or equivalent experience)Skills/Knowledge
- ITIL Foundation (v4) or knowledge of ITIL processes
- Knowledge of ServiceNow or similar ticketing system
- 3+ years of directly related experience in systems
administration and analysis in support of government intelligence
customer
- Working knowledge of the Service Management workflows and ITSM
processes, including Incident, Problem, and Change management
- Strong written and verbal communications skills
- Strong analysis and reporting skillsRequired
- Active TS/SCI and CI Polygraph
- Must possess appropriate current DoD Information Assurance (IA)
Certification to be considered for employment, either CompTIA
Security+ OR CCNA-Security. CompTIA Security+ is the preferred
certification. Must attain the required DoD 8570 Computing
Environment (CE) Certification within six (6) months of Hire
Date.As part of your role/function on the program, you will be
granted privileged user access. Privileged Users are subject to
greater scrutiny as a direct result of the significant
responsibilities placed upon them. Please be aware that because of
these critical duties, you will be subject to additional IT system
monitoring, and supervisory evaluation to ensure continuous
adherence to Privileged User processes and procedures. Privileged
Users are subject to a zero-tolerance policy for security
violations.COVID-19 Vaccination: GDIT does not have a vaccination
mandate applicable to all employees. To protect the health and
safety of its employees and to comply with customer requirements,
however, GDIT may require employees in certain positions to be
fully vaccinated against COVID-19. Vaccination requirements will
depend on the status of the federal contractor mandate and customer
site requirements.We are GDIT. The people supporting some of the
most complex government, defense, and intelligence projects across
the country. We deliver. Bringing the expertise needed to
understand and advance critical missions. We transform. Shifting
the ways clients invest in, integrate, and innovate technology
solutions. We ensure today is safe and tomorrow is smarter. We are
there. On the ground, beside our clients, in the lab, and
everywhere in between. Offering the technology transformations,
strategy, and mission services needed to get the job done.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.
Keywords: General Dynamics Information Technology, Chantilly , ITSM Incident Management Analyst - TS/SCI with Polygraph, Executive , Chantilly, Virginia
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