IT Service Management (ITSM) Systems Engineer

Description

JOB DESCRIPTION :

SAIC has an immediate opening for an Information Technology (IT) Service Management (ITSM) Systems Engineer with experience within the ITIL domains of Service Strategy, Service Design, Service Transition and Service Operation.

Candidates will be expected to bring a strong working understanding of the ITIL Framework to oversee ITIL process improvement efforts, identify service deficiencies, and create structure to mature service delivery processes.

While current operational emphasis is on ITIL v3, the successful candidate will help chart the customer's organizational conversion to an ITIL 4 structure.

As the operational environment evolves, candidates will be required to strategically assess the customer's vision to seek opportunities to influence and improve service delivery quality.

Strong oral and written communications skills will be called upon to track, document, and clearly communicate concise delivery observations on multiple, concurrent activities.

As a SETA advisor, candidates will be required to demonstrate value-added judgment, and advise the government on various program activities.

The successful candidate will produce recommendations and deliverables in a thorough, practicable, and consistent manner congruent with the organization's objectives.

US Citizenship required. Active Top Secret / Sensitive Compartmented Information (TS / SCI) clearance with Poly is required to start and must be maintained.

RESPONSIBILITIES :

The successful applicant will participate within a team defining, managing, and improving the ITIL sub-processes of :

• Release and Deployment Management, to include hardware and software release and deployment planning and readiness reviewing
• Service Validation and Testing, to include verifying and validating test management plans, entry and exit criteria, and deficiency reporting
• Change Evaluation, to include understanding the intended / unintended effects of the proposed change, as well as evaluating predicted verses actual performance of proposed changes
• Event Management, to include assessing when events become incidents and / or problems
• Strategic Assessment, to include analyzing internal / external factors, establishing service objectives, aligning the services with customer desired outcomes, and prioritizing investments
• Product Development, such as the creation of Service Level Requirements (SLRs), Service Level Agreements (SLAs), Operational / Organizational Level Agreements (OLAs), Customer Satisfaction Reports, and framework templates
• Service Level Management, to include drafting and negotiating SLAs with service providers, reviewing and reporting on achievement of service thresholds and objectives

Qualifications

REQUIREMENTS :

• Must be a US Citizen
• Bachelors in a STEM field of study and five (5) years or more experience; Masters and three (3) years or more experience;

PhD and 0 years related experience. *Applicable work experiences may be considered in lieu of degree

• ITIL v3, or 4 related certifications are a plus, but not required
• Certified Program Management Professional (PMP) is a plus, but not required
• Scaled Agile Framework for enterprise (SAFe) is a plus, but not required
• Must possess and maintain a Top Secret / Sensitive Compartmented Information (TS / SCI) clearance with Poly

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy : SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.