[Hiring] ITSM Management Analyst @DecisionPoint | Cortek

Role Description

DecisionPoint seeks an ITSM Management Analyst to support service-management process design, documentation, standardization, performance analysis, and continual improvement for the USMEPCOM ENLIST program. This role maps and evaluates ITSM processes, maintains responsibility matrices and standard operating procedures, facilitates process reviews, and recommends improvements that promote consistent and effective service delivery.

The ITSM Management Analyst will work with the ITSM / Service Management Lead, process owners, service owners, quality personnel, technical teams, and Government stakeholders to document current and future-state processes, identify control and performance gaps, and track improvement actions. The successful candidate will help maintain the ITSM Plan and Service Management System while promoting standardized practices across ENLIST tasks.

This position is remote, with preference given to candidates located in or near Chicago.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• Support development, maintenance, and continual improvement of the program ITSM Plan and Service Management System.
• Document and maintain ITSM policies, processes, procedures, roles, responsibilities, controls, technologies, and reporting requirements.
• Map current-state and future-state service-management processes using clear, standardized process models.
• Analyze processes to identify gaps, duplication, bottlenecks, unclear handoffs, control weaknesses, and automation opportunities.
• Develop and maintain Responsible, Accountable, Consulted, and Informed matrices for ITSM processes and cross-functional workflows.
• Develop, update, and standardize operating procedures, process guides, knowledge articles, workflows, templates, and checklists.
• Facilitate process-design sessions, process-owner reviews, working groups, governance meetings, and continual-improvement workshops.
• Coordinate document reviews, incorporate stakeholder feedback, resolve comments, and maintain approved process baselines.
• Support implementation and integration of service-management processes across ENLIST tasks and technical service areas.
• Analyze SLA/SLO performance, key performance indicators, operational metrics, service trends, exceptions, and recurring issues.
• Develop process-performance reports, dashboards, briefings, findings, and improvement recommendations.
• Support process owners in defining objectives, inputs, activities, outputs, controls, measures, interfaces, and escalation procedures.
• Assist with service portfolio, service catalog, service-level, availability, capacity, continuity, information-security, and cost-control processes.
• Assist with project transition, change, release and deployment, knowledge, service-validation, incident, request, problem, event, and access-management processes.
• Review Daily System Status Reports and related operational data to identify trends, reporting gaps, and improvement opportunities.
• Track process findings, improvement actions, responsible owners, target dates, dependencies, status, and completion evidence.
• Support root-cause analyses and development of corrective and preventive actions.
• Verify that approved process improvements are implemented, documented, communicated, and measured.
• Maintain a continual-improvement register and assist with prioritizing actions based on mission impact, risk, value, and level of effort.
• Support ITSM maturity assessments and the development of service-management roadmaps.
• Provide ITSM process and performance information for Monthly Status Reports, project status meetings, Program Management Reviews, and executive briefings.
• Support training, communications, and stakeholder adoption of new or revised service-management processes.
• Maintain process documentation, review histories, approval records, metrics, findings, lessons learned, and audit trails.
• Protect sensitive Government, program, operational, performance, and personnel information.

Qualifications

• Active Secret clearance or higher.
• Bachelor’s degree in Business, Management, Information Technology, Information Systems, or a related field.
• Minimum of 5 years of relevant professional experience.
• Current ITIL Foundation certification or higher.

Preferred Qualifications

• Experience in IT service management, management analysis, business-process analysis, process improvement, service delivery, or a related discipline.
• Experience supporting Department of Defense, federal civilian, or other Government programs.
• Experience developing, maintaining, or improving an ITSM Plan or Service Management System.
• Experience mapping current-state and future-state processes using recognized process-modeling techniques.
• Experience developing RACI matrices, standard operating procedures, process guides, knowledge articles, workflows, and control documentation.
• Experience facilitating process reviews, requirements sessions, working groups, governance meetings, or improvement workshops.
• Experience analyzing SLAs, SLOs, key performance indicators, operational metrics, and service-performance trends.
• Experience identifying process gaps, bottlenecks, control weaknesses, unclear handoffs, and automation opportunities.
• Experience managing continual-improvement registers, corrective actions, action plans, or process-remediation activities.
• Experience conducting root-cause analyses and validating process improvements.
• Experience with incident, problem, change, release, deployment, request, event, access, knowledge, availability, capacity, continuity, configuration, service-level, or service-catalog management.
• Familiarity with ITIL Version 5 concepts, including digital product and service management, lifecycle activities, value streams, performance management, and continual improvement.
• Experience with ServiceNow, BMC Helix, Jira Service Management, Microsoft Visio, Power BI, SharePoint, or comparable ITSM, process-modeling, reporting, and collaboration platforms.
• ITIL Version 5 Foundation, Lean Six Sigma, ISO/IEC 20000, COBIT, SIAM, Business Process Management, or a comparable service-management or process-improvement certification.
• Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, or hybrid service-delivery environments.
• Strong analytical, process-modeling, problem-solving, and continual-improvement abilities.
• Excellent written, verbal, facilitation, and stakeholder-communication skills.
• Strong organizational, documentation, and time-management capabilities.
• High attention to detail and commitment to accurate, usable, and consistently maintained process documentation.
• Ability to translate complex service-management activities into clear processes, procedures, roles, and controls.
• Ability to coordinate multiple reviews, documentation updates, metrics, and improvement actions.
• Ability to work independently while maintaining accountability, discretion, and consistent follow-through.