ITSM Incident Management Analyst, TS/CI with Polygraph

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Information Technology Infrastructure Library (ITIL), IT Incident Management, System Administration

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT 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 resolution

Other 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 required

Education

• 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 skills

Required

• Active TS/SCI w/Polygraph
• Must possess current CompTIA Security+ certification to be considered for employment.

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.

GDIT is Your Place:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

#GDITcareers

#OpportunityOwned

#WeAreGDIT

#transitioningmilitary

#clearedjobs

#veterans

#Autobots

The likely salary range for this position is $97,750 - $132,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA VA Chantilly

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans