SAIC · 1 day ago
IT Service Management Analyst
Washington, DC
Full-time
Onsite
Mid, Senior Level
$120K/yr - $160K/yr
7+ years expSAIC is a company that supports the Department of State's Bureau of Information Management. The IT Service Management Analyst role focuses on applying ITIL practices to enhance service management processes while supporting network monitoring and troubleshooting in a classified environment.
Information TechnologySecurityService IndustrySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Design, assess, identify, and implement ITIL practices (e.g., Incident Management, Problem Management, Event Management, Service Operations, Change Management, Continual Service Improvement) to enhance CNB's service management processes, including governance, availability, security, compliance, and tools architecture
Mentor, coach, and train CNB team on ITIL best practices, process re-engineering, and ISO compliance; serve as liaison with government teams for process management and improvements
Manage, update, and maintain Standard Operating Procedures (SOPs) for CNB processes; conduct process studies, stakeholder/gap analyses, feasibility studies, and re-engineering support
Utilize tools (e.g., ServiceNow, Jira, SharePoint, MS Teams, MS Project, Excel) for planning, tracking, and reporting on projects; monitor document review schedules and support multiple concurrent projects in various phases
Perform daily real-time monitoring of encryption domains, circuits, and devices using tools like GEM ONE, CHIMERA, Neural Star, VINE, or similar; create/review SITREPs, perform Viper call tests, NSC iPhone testing, and shift ops check-ins
Conduct Tier 1/2 troubleshooting: Evaluate, isolate, and resolve issues on Cisco switches/routers (Nexus, Catalyst), TACLANE/KG encryptors, Cisco ASA, data center cabling, fiber optic/copper terminations, and virtualized environments (e.g., VMware ESXi, vDS, vSphere)
Support remote management: Upgrade firmware/software, push key material, update SSO PINs/batteries, and maintain Pin Pass Log; assist with key pushes, outage troubleshooting with NT/NO engineers, and crisis responses
Handle ticket creation, tracking, documentation, and escalation; perform root-cause analysis, risk identification/mitigation, and performance reporting to avoid SLA breaches
Interface with stakeholders: Coordinate with government POCs, brief senior management on milestones, and communicate issues/trends via Teams, SAIC/OpenNet/ClassNet, or telephone
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field and 9 years of relevant experience; Master's degree and 7 years; equivalent experience may be accepted in lieu of degree
Demonstrated experience applying ITIL practices (e.g., Incident/Problem/Event Management, Continual Improvement) in a 24×7 operations center or NOC environment
Experience implementing QA policies, standards, and ITSM frameworks (e.g., ITIL, ISO 20000/20K, ISO 9001, ISO 27000/27K) to support certifications and audits
Proven track record in process re-engineering, documentation management, and technical writing (e.g., SOPs, artifacts, PAL organization)
Intermediate network engineering experience (Tier 1/2 troubleshooting, configuration/maintenance of Cisco Nexus/Catalyst switches/routers, monitoring tools like Neural Star/GEM ONE/CHIMERA)
Ability to manage multiple high-priority tasks in a fast-paced, high-compliance environment; excellent verbal/written communication, interpersonal skills, and attention to detail
Proficiency in tools: Microsoft Word, Excel, Project, ServiceNow, SharePoint, MS Teams; familiarity with scripting (e.g., Python, Bash, PowerShell) for automation
U.S. Citizenship
Active Secret clearance with ability to obtain Top Secret clearance
Preferred
ITIL v4 Foundation certification (or v3 Expert); ISO 20000 Manager, ITIL Service Lifecycle Intermediate, or equivalent
Supported an organization with ISO/IEC 20000-1:2018 or similar certifications; experience with NIST requirements, internal/external audits, and closing OIG findings
Network certifications: Cisco CCNA/CCNP, Network+, BICSI; familiarity with DoS environments (data/voice networks, IT security policies, FAHs/FAMs)
Experience with VMware virtualization (e.g., ESXi hosts, vDS, integration with physical networks) for encryptor management tools
Prior Department of State or federal government experience; knowledge of COMSEC, two-person integrity (TPI), and classified operations
Strong soft skills: Self-starter, problem-solver, team collaborator; expertise in stakeholder management, risk mitigation, budget tracking, and organizational change
Additional competencies: Performance/Portfolio Management, Data Analytics, Business Transformation, Cloud Computing, Enterprise Governance, Business Continuity Planning
Company
SAIC
SAIC specializes in IT, enterprise IT, engineering, and professional services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$522.13MKey Investors
U.S. Geothermal
2025-09-22Post Ipo Debt· $500M
2010-09-13Post Ipo Equity· $22M
2006-10-13IPO
Leadership Team
Prabu Natarajan
Chief Financial Officer
Kevin F Brown
Senior Vice President, Chief Information Security Officer
Recent News
2025-12-16
2025-12-16
2025-12-05
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