Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Secret
Public Trust/Other Required: None
Job Family: Systems Analysis
GDIT is seeking an Information Technology Service Management (ITSM) Lead to help support our Identity, Credential, and Access Management (ICAM) program.
As the ITSM Lead for our ICAM program, you will be responsible for supporting the day-to-day operations and maintenance (O&M) of all ICAM activities and events. You will work closely with internal and external engineering teams, development, integration, and program stakeholders ensuring activities are performed in accordance with program objectives, policies, and regulations, and requirements. You will also be responsible for working with the Operations Lead to ensure that incident management and tracking processes are followed to facilitate timely response and restoral activities when necessary.
In this role, a typical day will include:
Support the Operations Lead by assisting with the oversight and execution of ITSM and analysis activities for the ICAM program
Attend and participate in meetings related to ICAM operations, maintenance activities, TEMs, Scrums, etc. as necessary
Leverage ITSM knowledge and experience and assist with the updating of operational documentation, guidelines, standard operating procedures (SOPs) when necessary
Monitor and manage the ICAM ticket queue
Ensure tickets are assigned to the appropriate personnel and are being updated, resolved, or reassigned in accordance with program guidelines
Routinely interact with members of the ICAM team, Tier II, and Tier I personnel to facilitate the timely resolution of incident tickets and other operational issues
Facilitate conference bridges or TEMs, to support the troubleshooting of more complex technical issues when required
Utilize and/or create dashboards with ServiceNow to assist with metrics reporting and trend analysis
Notify management of any significant or serious operational issues impacting ICAM services
Respond to ad hoc requests from the Management team accordingly
Participate in special projects as assigned
· Active DoD SECRET Security Clearance, or higher
· Current, active CompTIA Security+ CE certification, or higher
· Bachelor’s Degree in Information Technology, Information Systems, or a related discipline (or equivalent experience)
· At least 7+ years of experience with enterprise IT operations, preferably in incident and/or problem management and change management
· Strong written and verbal communications skills and the ability to clearly document and explain ITSM processes
· Solid working knowledge of ServiceNow
· The ability to support troubleshooting calls after hours and on weekends when necessary
· ITIL Foundations v3 or 4 certification
· The ability to effectively communicate with people ranging from non-technical to engineering level
· Familiarization with DoD enterprise environments
· Familiarization with Agile work environments
· Familiarization with dashboards and other reporting tools and techniques
COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, 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.
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