ITIL SME (Top Secret Clearance)

Location: Remote, VA
Date Posted: 04-30-2018
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. We are a leading IT services provider headquartered in Reston, VA with offices in Richmond, VA Birmingham, AL and Columbia, MD that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. 

Title:  ITIL SME 
Location:  Remote (Meetings in Falls Church occasionally)
Employment Type: Full Time 
Compensation: Very Competitive
Clearance: Top Secret

In this role, you will apply your understanding of ITIL and IT Service Management (ITSM) in support of Platform as a Service (PaaS) in a DevOps model. You would be responsible providing recommendations to support the development of organization specific policies, procedures, and processes, and the implementation of a robust Continual Service Improvement (CSI) plan that relys on the principles of Plan-Do-Check-Act.
You will collaborate with Application Support managers and engineers and other stakeholders to establish, understand, and adhere to ITSM and ITIL best practices. You will be involved in all aspects of the ITSM life cycle to ensure that non-functional and functional requirements are adhered to and make recommendations for improvements if there are aspects of the DevOps and PaaS platform that are not performing well or impacting other areas of the enterprise.
Responsibilities and Duties:
  • Provide recommendations to support the development of organization specific policies, procedures, and processes for support of Platform as a Service (PaaS) in a DevOps model.
  • Assisting in the analysis of strategies in order to mitigate risks of threats and vulnerabilities, from established processes and procedures and recommend appropriate improvement solutions.
  • Working with the Project Managers, Network and Security Engineers, Application and System Owners, Systems Administrators, and Database Administrators to develop plans for CSI and align and apply solutions that improve the service delivery to the customer.
  • Support the organization IT Portfolio and Service Catalog by assisting in the implementation and oversight of the IT capabilities and resources that can be delivered in support of Platform as a Service (PaaS) in a DevOps model.
  • ITIL process oversight responsibility for the following (not limited to just these processes):
    1. Incident Management
    2. Request Management
    3. Problem Management
    4. Change Management
    5. Asset/CMDB Management
    6. Technical Management
    7. Service Desk Management
    8. Service Catalog Management
    9. Continual Service Improvement
  • Collaborate with the Applications Support ITIL SME, QA Manager, CM Lead and Process Engineer
  • Influence others in acceptance of the ITSM Policies and Processes; provide training and coaching; maintain positive relationships with the other IT and business areas
  • Establish metrics, benchmarks and promote a culture of Continual Service Improvement
  • Partner with stakeholders, internal subject matter experts and other influencers on improving a go-forward strategy on Service Management within a DevOps framework
  • Create synergy among teams and effective use of available resources and vendor management
  • Focuses on continuous improvement, working with cross-functional teams and provide direction and oversight for improvement tasks
  • Manage work assignments and monitor for compliance with department & organizational policies and procedures
  • Assist in the communication and manage existing service delivery problems, including customer complaints.
  • Participate in compliance and audit activities related to services
  • Develops and or initiates activities to design and enhance the Service Request Catalog in alignment with ITIL best practice.
  • Guide the development of new or changed Service Management processes
  • Designs and delivers reporting of Service Level Agreements (SLAs), Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) at regular intervals.
  • Assists customers in identifying and documenting current and future service requirements.
  • Ensure that all new or changed Service Management processes align with current policies and procedures.
  • Schedules and conducts regular service performance reviews and documents progress.
  • Generating process improvements that bring about measurable improvement in quality and/or efficiency.
  • Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business units.
Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical training or work experience.
10-15 years of related quality assurance experience.
Customer Preference:
  • A minimum of 5 years of experience in analyzing documentation and artifacts and provide detailed reports on quality and perform gap analyses to locate areas of improvement. Candidate shall assist the government with input, instructions, and guidance as needed for the creation of documentation and artifacts. You will review processes and procedures to ensure the requirements applicable to ITSM are being met. Must have the ability to communicate clearly and succinctly in written and oral presentations.
  • 5 years of demonstrated experience in Information Technology (IT) with at least six 3 years focused on interpreting and applying policies and procedures based on ITIL and ITSM best practices.
  • Experience working in a DevOps environment and applying ITSM process and procedures
  • Participation and/or knowledge of Knowledge of ISO/IEC 20000-1:2011 compliance audits
  • Must possess excellent written and oral communication skills
  • Must have good planning and leadership skills
  • Specialized Experience required includes the analysis, design and implementation of ITIL and ITSM best practices that support improvements and management of artifacts and documentation that support PaaS in a DevOps model.
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