The ITSM analyst responsible for supporting information gathering, interviews and compiling the assessment of Service Management / Service Desk support required to provide both Request and Incident management in support of the user community support for approximately 8 applications. This position requires an understand of the ITIL fundamentals around work scope and workflow in support of these normal service desk support.

• Help in defining the operational metrics used to track and report delivery of services
• Understand Tier 1, 2 and 3 areas of responsibility, the normal workflow management, total ticket ownership and monitoring and measuring appliable metrics on service delivery.
• Uses qualitative and quantitative analytical skills to assess the effectiveness of project operations.
• Maintains project management related documents. Writes, updates, reviews, and submits contract deliverables.
• Responsible for the completion of contract deliverables assigned to the team, ensuring that they are accomplished within the prescribed time frame and funding parameters.
• Provide data migration plan support for migration of existing user ticket information from the existing legacy application over to Jira.
• Adheres to the project schedule and monitors changes in contract plans. Ensures the work scope, schedule and budget are well defined and maintained.
• Ensures project teams are following CMMI/AIMM processes, validation points and metrics are being collected, and the project is adhering to CMMI level 3 standards and processes.
• Gathers feedback and recommendations for management, and executes changes as directed.
• Partners with other team members to guarantee project success and customer satisfaction. Follows up on open actions items to ensure completion.
• Supports project management phases such as planning, execution, and result monitoring.
• Support interview and research activities associated with assessment of existing tools and processes in place today.

Minimum Qualifications

• Bachelor's Degree in Business, or related field or equivalent relevant experience.
• Working toward a PMP, CAPM or Scrum Master a plus.
• 2-5 years of experience working on projects/programs supporting Government Contracts.

Other Job Specific Skills

• ITIL Foundation certification desired
• Experience / exposure to Jira Management Services desired.
• Experience / exposure to Service desks or call centers with application support as a component.
• Excellent communication skills in working with technical and non-technical staff and the ability to develop and maintain collaborative relationships among all levels of an organization and with customers.
• Must be detail-oriented.
• Strong organizational and task management skills. Must demonstrate the ability to work under strict deadlines.
• Strong qualitative and quantitative analytical skills. Must exhibit good problem-solving and decision making skills.
• Must be capable of working in an environment that is demanding, sometimes stressful, and requires independent thinking, sometimes without direct oversight by management.
• A polished, professional demeanor with good interpersonal skills. Strong verbal, written, and presentation skills.
• Must have strong MS Office, to include Project and SharePoint, skills.
• Knowledge of CMMI/AIMM processes and standards preferred.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.