ITSM Incident Management Analyst Job at teKnoluxion Consulting, LLC
Overview:
teKnoluxion provides the Defense and Intelligence Communities technical experts in the fields of Software & Systems Engineering, Enterprise Operations, and Cloud Services Management & Consulting. Our goal is not to simply support efforts, but to ignite a technology revolution, bridging the growing technology gap between the Government and commercial space.
Are you ready to test your abilities as a ITSM Incident Management Analyst and team member in a sophisticated enterprise geospatial environment? Would you like to make an immediate and direct impact in your job? Come join a dedicated team on Ironhide supporting the NRO. Responsibilities:
Location: Chantilly, VA
Security Clearance: TS-SCI w/ Poly
Certification: Must possess an appropriate and current DoD Information Assurance (IA) Certification to be considered for employment; either valid CompTIA Security+ CE, Systems Security Certified Practitioner (SSCP) or Cisco Certified Network Associate (CCNA)-Security. In addition, candidate must attain the required DoD 8570 Computing Environment (CE) Training within six (6) months of Hire Date.
teKnoluxion provides the Defense and Intelligence Communities technical experts in the fields of Software & Systems Engineering, Enterprise Operations, and Cloud Services Management & Consulting. Our goal is not to simply support efforts, but to ignite a technology revolution, bridging the growing technology gap between the Government and commercial space.
Are you ready to test your abilities as a ITSM Incident Management Analyst and team member in a sophisticated enterprise geospatial environment? Would you like to make an immediate and direct impact in your job? Come join a dedicated team on Ironhide supporting the NRO.
What you get to do every day:
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Be part of a team responsible for incident management activities for desktop service support from a central location for a dispersed enterprise customer base using tools such as ServiceNow.
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The individual must have experience utilizing ITIL practices to support government customer operations and maintenance activities.
- Day-to-day activities of the Incident Management Analyst include:
- Triage Incident, Change, and other ticket types according to priority/criticality
- Ensure all tickets meet established quality standards
- Route tickets to appropriate teams for work off
- Assign tickets to appropriate personnel
- Identify and report ticket trends
- Report, monitor, and update Outage, VIP, and High Priority tickets
- Draft Service Maintenance/Outage/Restoral Announcements
- Communicate and coordinate with Incident Managers and/or representatives from other contracts when necessary
- Ensure end user satisfaction during incident resolution
- Other key responsibilities of the Incident Management Analyst:
- Report, monitor, and update COOP events/activities in accordance with Incident Management Policy
- Maintain awareness of weather events that impact services and/or staffing
- Monitor maintenance requests to determine possible impacts to operations of services
- Monitor and clean-up orphaned tickets
- Monitor and enforce compliance of Incident Management Policy
- Maintain Incident Management policy
- Maintain situational awareness and ensure continual improvement of the same
- Monitor and facilitate resolution of tickets older than 30 days
- Monitor and facilitate tasks for the Problem Management team
- Participate in special projects as required
What skills do you need?
- Active TS/SCI and CI Polygraph
- Bachelor’s Degree in Computer Science or related technical discipline, or the equivalent combination of education, technical certifications or training, and work experience
- 3+ years of directly related experience in systems administration and analysis in support of government intelligence customer
- ITIL Foundation (v4) or knowledge of ITIL processes
- Knowledge of ServiceNow or similar ticketing system
- Working knowledge of the Service Management workflows and ITSM processes, including Incident, Problem, and Change management
- Strong written and verbal communications skills
- Strong analysis and reporting skills
- Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment, either CompTIA Security+ OR CCNA-Security. CompTIA Security+ is the preferred certification. Must attain the required DoD 8570 Computing Environment (CE) Certification within six (6) months of Hire Date.
- As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero-tolerance policy for security violations.
What is ideal?
- Familiarity with site specific customer and mission
- Recognizing great achievements do not go unnoticed by teKnoluxion through service anniversaries, spot awards, and employee referral bonuses
- You’ll join a growing organization of passionate, top-shelf, IT engineering professionals with extensive experience in actively developing the technology revolution in the Intelligence community
- Highlights of our benefits include Health/Dental/Vision, 401(k) match and potential Profit Sharing, Universal Leave, STD/LTD/Life Insurance/Voluntary Life Insurance, Stipends, Referral Bonuses, and more!
- Compensation is unique to each candidate. The starting salary for this position is typically between $100k and $120k per year, plus potential performance-based bonus. This does not guarantee a specific salary as compensation packages are based on education, experience, and other requirements, and may fall outside of the above stated range.
teKnoluxion is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
teKnoluxion does not have a vaccination mandate applicable to team members. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements. Regardless of vaccination status , personnel are required to wear masks while indoors when the CDC COVID-19 Community Level is High.
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