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TDI (Tetrad Digital Integrity) · 3 weeks ago

IT Service Management (ITSM) Analyst

Washington, DC

Full-time

Hybrid

Senior Level

5+ years exp

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm dedicated to protecting customers from digital threats. The IT Service Management (ITSM) Analyst will support the Chief IT Customer Solutions officer by optimizing IT services, identifying improvement opportunities, and ensuring high customer satisfaction through effective service delivery and continual service improvement.

Cyber SecurityNetwork SecuritySecurity

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Oversee and optimize the delivery of ITSM processes

Define stakeholder expectations for service delivery and maintain that definition as it evolves over time

Translate stakeholder expectations into measurable criteria (SLOs, SLAs, KPIs, metrics) by conducting thorough requirements gathering, ensuring alignment with business objectives, and defining clear, actionable, and achievable performance indicators to monitor and ensure service quality

Define and gather data sources (business intelligence) that can be leveraged for insight into performance, measure performance improvement, and support data driven decision making

Define and analyze current processes and provide SWOT/GAP analysis of the current support operations relative to established success criteria to develop actionable recommendations for improvement

Ensure adherence to ITIL best practices and alignment with organizational goals

Generate regular reports and dashboards to provide insights into performance, trends, and areas for improvement, including resource utilization reporting

Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible

Facilitate effective communication to help leadership achieve a common understanding of success criteria and definition of the challenges that need to be solved for consistent success

Develop trust and strong relationships with varied service teams/team members to gain insight into the “day to day” support operations

Qualification

IT Service ManagementITIL best practicesServiceNow/RemedySix SigmaMicrosoft Power BIAnalytical skillsRoot Cause AnalysisCommunication skills

Required

Bachelor's degree in related field of study and 5 years' experience in an IT service leadership position or additional work experience in lieu of education

Demonstrated knowledge of IT Service Management (process, tools, best practices)

Proven experience in coordinating and optimizing ITSM processes

Familiarity with formalized quality/change management methodologies like Six Sigma, ISO, COBIT, Kaizen and real-world lean application of these techniques

Experience developing, measuring, and achieving appropriate service level objectives, service level agreements, and associated reporting metrics that measure performance

Experience working/aggregating data from various IT support systems such as ServiceNow/Remedy, SCCM, Help Desk ACD data, Active Directory, and various computing end point reporting software inventory tools (BigFix or similar)

Demonstrated ability to perform ad hoc / short term analysis of aggregated information in MS Excel

Experience leading Problem Management processes and conducting Root Cause Analyses (RCAs)

Familiarity with driving reporting requirements for and working with more formalized reporting tools like Microsoft Power BI, Crystal Reports or similar reporting platforms

Strong analytical skills to identify and address underlying causes of recurring issues

Proficiency in developing and presenting metrics, dashboards, and reports related to ITSM performance

Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers