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ASM Research · 3 months ago

Cloud Operations Delivery Analyst

San Antonio, TX, 78238, United States

Full-time

Onsite

Senior Level

5+ years exp

ASM Research is focused on IT service management within a cloud environment. The Cloud Operations Delivery Analyst will be responsible for optimizing ITSM processes, ensuring compliance with standards, and improving service delivery to enhance operational efficiency and customer satisfaction.

Information Technology & Services

No H1B

U.S. Citizen Only

Responsibilities

Implement and manage ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management within a cloud environment

Monitor and analyze service delivery performance metrics to identify areas for improvement and ensure SLA compliance

Collaborate with cross-functional teams to design and implement solutions that enhance IT service delivery and operational efficiency

Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences

Develop and maintain documentation for ITSM processes, procedures, and best practices

Provide training and support to team members to ensure consistent and effective use of ITSM tools and processes

Participate in the continuous improvement of ITSM processes to align with industry standards and best practices

Ensure compliance with federal regulations and organizational policies related to IT service management

Qualification

ITSM frameworksCloud platformsITSM toolsAnalytical skillsProblem-solving skillsCommunication skillsInterpersonal skillsTeam collaboration

Required

Bachelor's Degree in Business, or a related field or equivalent relevant experience

5-10 years of experience working on projects/programs supporting Government Contracts

Strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library)

Experience with cloud platforms such as AWS, Azure, or Google Cloud

Proficiency in using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)

Excellent analytical and problem-solving skills

Strong communication and interpersonal skills

Ability to work collaboratively in a team-oriented environment

Company

ASM Research

Glassdoor3.8

ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government.

Founded in 1978

Fairfax, Virginia, US

1001-5000 employees