ITSM Business Analyst

Overview/ Job Responsibilities Sev1Tech is seeking an IT Service Management ( ITSM) Business Analyst to join our Network Operations Security Center (NOSC) team on a program supporting the Department of Homeland Security (DHS)'s network and security operations. The ITSM Business Analyst (Senior) will work as part of a Program Management Office (PMO), but closely collaborate with team members across the program. Responsibilities include but are not limited to: Play a leading role in the stand-up and development of a NOSC PMO Guide and lead the review of current program operations and identification of improvement opportunities Ensure alignment of services and processes to ITIL v4 and the NIST Cyber Security Framework Oversee development of doctrine and documentation, including but not limited to an IT Service Management Process Register, Process Map, Service Catalog, Common Controls Catalog, and Continuous Service Plan (CSP) Implementation Plan Guide the collection and analysis of requirements for an ITSM system to track service delivery performance Establish a Continuous Service Improvement Program (CSIP) Oversee development of Standard Operating Procedures (SOP)s that integrate cybersecurity and network management procedures. Establish performance and investment metrics for assessing staffing, policy, procedure effectiveness, cost, and infrastructure Lead requirements analysis and design for a comprehensive Knowledge Management repository Lead development of Knowledge Management repository governance, usage, and maintenance Oversee development of an SOP for responding to customer and contractor data calls Other duties as assigned Minimum Qualifications Bachelor's degree in Computer Science, Information Technology, Cyber Security or equivalent education required; additional Six (6) years of professional IT experience can we considered in lieu of a degree Six (6 plus) years in the federal IT services contracting industry Four (4 plus) experience on an IT infrastructure operations and engineering contract Experience assessing business and technical operations processes and procedures Experience identifying areas for improvements and supporting their implementation Application of ITSM and ITIL frameworks and best practices Experience with an ITSM tool - e.g., ServiceNow Experience creating, revising, updating, and maintaining documentation such as SOPs Ability to lead and facilitate meetings with government and contractor stakeholders Understanding of networking and cyber security operations Experience spearheading and performing requirements analysis Experience developing and using frameworks and aids to elicit requirements and assess processes Ability to work effectively with customers as well as contractor operations and engineering staff Proficiency with Microsoft products such as Excel, PowerPoint, Word, and Visio Ability to communicate clearly and effectively with customers including senior management Clearance Requirement: Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred Desired Qualifications Previous DHS experience PMO experience ITIL certification ServiceNow Certification Previous Network Operations Center (NOC) or IT Operations experience Secret or Top Secret Security Clearance About Sev1Tech LLC Founded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies. Enable better government. Protect our nation. Build better humans across the country. Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression. Please apply directly through the website at: For any additional questions or to submit any referrals, please contact: Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.