Cloud ITSM Analyst
Falconwood Inc.

Job Info

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Overview

About Falconwood, Inc:Falconwood, Inc. is a woman/veteran-owned business providing executive level consultants and programmatic support to Department of Defense (DoD) Information Technology (IT) initiatives and programs. We provide expert consultation on a diverse range of IT subjects focusing on acquisition strategy, implementation activities, cloud computing, systems engineering, and cyber security policy and engineering.We have an immediate opening for a ITSM Analyst to provide support for the USMC AZURE Cloud Native Services team to provide Mission Owner Landing Zones (MOLZ) and AZURE Cloud services portfolio management which entails delivering an efficient and compliant architecture that will maintain Marine Corps SCCA via Infrastructure as Code (IAC) throughout the sustainment process. This includes providing oversight and integration capabilities that will enable leaders to effectively plan, manage, execute, and monitor AZURE services and operations and MOLZ.
Responsibilities

The Cloud ITSM Analyst will:

Requirements for the Sr. ITSM Analyst are as follows:

• Establish Information Technology Service Management (ITSM) and IT Operations Management (ITOM) guidance for the USMC AZURE cloud native services portfolio in accordance with Information Technology Information Library (ITIL) framework per the Navy Process Reference Model (NPRM).
• Support program specific ITSM/ITOM activities.
• Research, develop, and recommend solutions to integrate people, processes, and technology towards an IT service management-based framework.
• Support strategy, concept of operations, process, and procedures development using DoD and DON standards and policies and industry best practices, including ITIL.
• Develop comprehensive metrics reports, graphs, and analysis by compiling complex data from multiple sources; create metric templates, standards, and dashboards.
• Manage all end-to-end Process Capability Assessments (PCAs) process activities, including: tracking project schedule, coordination of assessment activities, synthesize stakeholder inputs and facilitate team cohesiveness.
• Assess current ITSM processes within USMC AZURE cloud native services to evaluate the capability level rating against DoD policies & standards, compose reports, provide recommendations, perform SWOT analysis.
• Review processes, propose efficiency improvements, and implement approved process improvements.
• Identify workflows and processes that help streamline communication and operational efficiency.
• Provide SME support in the creation, review and updating of Standard Operating Procedures (SOP), coordinating with various departments.
• Evaluate the SOP on a periodic basis and identify potential SOP revisions as needed to support continuous improvement.
• Act as a change agent, systematically driving continuous improvement and operational excellence methodologies and change throughout Client Success.
• Implement data collection mechanisms in areas where additional data is required for process analysis
• Partner with internal support teams to prioritize and implement system enhancements required for improved process flows to drive operational efficiencies.
• Ensures the completion of programs, projects or tasks within estimated timeframes and budget constraints
• Ensures that the quality of the program, project or task deliverable meets the established standards or metrics

Qualifications

• Bachelor's Degree in Computer Science or Systems Engineering w/5 Years of experience
• ITIL v3 Certification(s) - the higher level Intermediate and Expert certifications are preferrable.
• Demonstrated strong critical thinking skills
• Experience performing process assessments or audits
• Proficiency in Microsoft Office applications, particularly Project, Visio, Access, Word, Excel and PowerPoint
• Ability to think independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills
• Exemplary customer/client management skills and techniques
• Ability to analyze data, identify issues, develop improvements and implement process improvement initiatives
• Performs quantitative analysis of key process indicators to identify opportunities for process improvement
• Ability to analyze information to find trends or diagnose problem areas
• Experience defining and reporting on operational metrics

Preferred Skills:

• Experience working in an IT environment in an operational capacity (i.e. operations lead, project manager, systems analyst)
• Familiarity with the Navy Process Reference Model (NPRM)
• ISO 27001 or 9001 Certification
• CMMI for Services or Development Certification
• Lean Six Sigma Green Belt (or higher)
• TIPA Assessor certification (or equivalent)
• Must be able to work with minimal oversight and meet deadlines
• Must have effective critical thinking and problem-solving skills
• Must be proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook
• Must have short-term and long-term planning skills Hands on experience working with teams who implement technologies in the areas of Software Configuration Management, Environment Management, Testing Lifecycle Management, Release Automation, Workflow Management, Defect Management, and Cloud Migration
• Ability to think independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills
• Azure certifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
• Familiarity with Marine Corp and DON enterprise architectures is a plus

Pay Range

salary $120k - $150k annually based on qualificationsBenefits Highlights: 401k, Tuition Reimbursement, Health/Dental/Vision Insurance, PTO, Federal Holidays, Performance Increases, Reserve Duty Compensation and more!

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