IT Service Management Process Analyst

IT Service Management Process Analyst

The Opportunity:

You know that true progress is made at the intersection of business and technology, and as a member of the team, you can develop your skills in both. We are looking for someone who can help translate the IT Service Management (ITSM) program vision into consumable and measurable goals, and partner with Enterprise Technology Services and Solutions (ETSS) Portfolios to support and drive innovative solutions to complex problems. This is an opportunity to impact enterprise operations while sharing your knowledge and expertise in ITSM.

As a member of the team, you'll lead interactions with all levels within ETSS Portfolios to collect, understand, and define their services and supporting processes, as well as analyze and lead process improvement efforts. You will work closely with ITSM Process Owners and Practitioners to develop operational processes based on the Information Technology Infrastructure Library (ITIL) framework. You'll champion ITSM principles, help ensure the ITSM program achieves its goals, and empower our clients to understand the value of maturing our Service Management program. You'll present recommendations to the internal team and internal client, clearly articulating the solution concept and how it supports the ITSM strategy. You'll develop, coordinate, and implement plans to manage ITSM process implementations and improvements, including identifying and mitigating potential risks as part of the design decisions. Due to the nature of work performed within this facility, U.S. citizenship is required.

Join us. The world can't wait.

You Have:

• 6+ years of experience leading IT business process reengineering and process improvement initiatives of large-scale organizational or technology transformations, including defining key performance indicators to measure process improvement

• 5+ years of experience with ITIL service lifecycle or ITSM

• 5+ years of experience with enterprise change management

• Experience with modules such as ServiceNow ITSM

• Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders

• Ability to lead discussions and reach consensus among various stakeholders to conduct strategic planning, define business objectives, prioritize goals, and mitigate risks

• Ability to work independently and manage priorities simultaneously

• Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements

• Bachelor's degree in a Business or IT field

• ITIL V3 or V4 Foundations Certification

Nice If You Have:

• 3+ years of experience leading strategic framework and methodology development

• 3+ years of experience with process modeling tools and methodologies

• Possession of excellent critical thinking and analytical skills

• Possession of excellent verbal and written communication skills

• ITIL V3 or V4 Practice Manager or Strategic Leader Certification

• Project Management Professional (PMP) or Business Process Management (BPM) Certification

• Process Improvement Certifications

Vetting:

Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $75,600.00 to $172,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Work Model

Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.

• If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.