ITSM (Information Technology Managed Services) Jr. Analyst Expert Federal

Job Description

Next Generation Enterprise Network
(NGEN) Service Management, Integration, and Transport (SMIT) is one the largest
IT services program for the Navy and U.S. Marine Corps (USMC), supporting
approximately 400,000 seats around the world. Under SMIT, the SMIT
contractor will provide enterprise services to the Marine Corps Enterprise
Network (MCEN), Navy-Marine Corps Internet (NMCI), and OCONUS Navy Enterprise
Network (ONE-Net) including transport, datacenter, network operations, service
desk, cybersecurity, and managed services. CDW-G will be supporting the
SMIT contractor in several of these service areas.

The ITSM (Information Technology Managed Services) Junior
Analyst will maintain knowledge of IT infrastructure components, function, and
hierarchy across technologies. Define and guide, in coordination with the
government, the implementation of IT service management policy, process,
procedures, work instructions and tools. Conduct improvement and maturation
activities for IT service management policy, process, procedures, work
instructions and tools. Provide subject matter expertise for process
integration and automation opportunities. Support process adoption and
compliance through communication and training. Gather requirements from service
owners and process owners/communities for reporting, metrics, and automation.
Use the process, procedures, work instructions, policies, required
documentation, and tools as designed. Recommend any improvements regarding
processes, reporting, communication, training, and tools. Provide support and
help to service owners with a view to continuously improving service quality.
Strong analytical skills leveraging infrastructure knowledge and IT experience
to analyze upcoming changes for conflicts/impacts/potential problems. Present
ITSM information to senior management through a variety of methods (reports,
papers, briefs, presentations, etc.). Provides thought leadership for the
organizational understanding of ITSM concepts, including but not limited to CI
and service classifications. Leads organizational change management initiatives
in support of ITSM objectives. Lead, facilitate, and motivate cross- functional
teams and global forums. Experience with documentation and training and the
ability to provide ITSM process training. Experience in facilitating assessment
and internal/external audits. Must possess Information Technology
Infrastructure Library (ITIL) version 3 Expert or Master level certification.

Qualifications

Requirements
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Secret Clearance is Required

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Bachelor degree in business or computer related field or equivalent
experience

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ITIL Certification

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One to three years of experience in delivery of Infrastructure
Project Management

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Working knowledge of one or more formal project management
methodologies including at least one that is iterative (non-
waterfall)

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Must be proficient in solving business problems, applying
technology and frameworks and be capable of demonstrating
proficiencies in Enterprise IT infrastructure issues

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Understands the core level technologies within one practice, i.e.
Unified Communications

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Working knowledge of the cost, timeline, and resources necessary in
deploying technology solutions

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A professional, customer-focused attitude and courteous manner
towards clients, partners and peers is a must

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Excellent written, presentation, and verbal communication skills
including demonstrated experience presenting technology
recommendations from a business perspective

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Ability to work weekends and/or off hours as necessary to meet
clients' needs

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Ability and willingness to travel up to 10% or as needed to other
CDW locations, meetings and client sites

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Ability to understand, remember, and apply oral and/or written
instructions or other information. Ability to organize thoughts and
ideas into understandable terminology. Ability to multi-task,
organize and prioritize. Ability to apply common sense in
performing job. Ability to understand and follow basic instructions
and guidelines. Ability to travel as needed.

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