GDIT is seeking an individual to fill a position as an ITSM Incident Management Analyst for our team. This individual will 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. 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/criticalityEnsure all tickets meet established quality standardsRoute tickets to appropriate teams for work offAssign tickets to appropriate personnelIdentify and report ticket trendsReport, monitor, and update Outage, VIP, and High Priority ticketsDraft Service Maintenance/Outage/Restoral AnnouncementsCommunicate and coordinate with Incident Managers and/or representatives from other contracts when necessaryEnsure 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 PolicyMaintain awareness of weather events that impact services and/or staffingMonitor maintenance requests to determine possible impacts to operations of servicesMonitor and clean-up orphaned ticketsMonitor and enforce compliance of Incident Management PolicyMaintain Incident Management policyMaintain situational awareness and ensure continual improvement of the sameMonitor and facilitate resolution of tickets older than 30 daysMonitor and facilitate tasks for the Problem Management teamParticipate in special projects as required

Education

BA/BS (or equivalent experience)

Skills/Knowledge

ITIL Foundation (v4) or knowledge of ITIL processesKnowledge of ServiceNow or similar ticketing system3+ years of directly related experience in systems administration and analysis in support of government intelligence customerWorking knowledge of the Service Management workflows and ITSM processes, including Incident, Problem, and Change managementStrong written and verbal communications skillsStrong analysis and reporting skills

Required

Active TS/SCI w/PolygraphMust possess current CompTIA Security+ certification to be considered for employment.

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.

GDIT is Your Place:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

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