ITSM Service Management SME

We are hiring a ITSM Service Management SME in San Antonio / Lackland AFB, TX.

 

What you'll do:

• The ITSM Service Management SME will work closely with engineers, testers, trainers as well as government agency personnel to perform ITSM activities across a complex network enterprise supporting an active directory modernization hosting service.
• Must have full understanding of the Information Technology Infrastructure Library (ITIL) processes to support day to day operations with the Active Directory services, by engaging with Customers to capture key administrative account information and review the touch points required to support ITIL based processes.
• Must have the ability to align with the Information Technology Service Management (ITSM) service model to drive strategy, design, transition, operation, and continual improvement.
• Ensure alignment of ITSM solutions to the corporate and IT strategy.
• Define and review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Understands a broad spectrum of company technology and service offerings to align external and internal interface processes which meets Active Directory Service and customer requirements.

Minimum of 12 years with BS/BA; Minimum of 10 years with MS/MA; Minimum of 7 years with PhD, in lieu of degree 16 years of applicable experience will be acceptable. 

 

What you'll need:

 

• US Citizenship with a current active DoD Top Secret clearance required
• CompTIA Security+ or higher (DoD 8570 equivalent)
• ITIL V4 Foundations Certified or able to obtain 90 days after hire
• Must have a very strong knowledge of the following ITIL processes:
• Experience working with the Air Force on large enterprise projects
• Working knowledge of MS-Office products for Windows including Word, Excel, Visio, and SharePoint
• Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
• Self-driven and ability to work independently
• Flexible working hours to accommodate diverse geographic locations

 

Desired Qualifications:

 

• The ability to quickly learn new concepts and technologies and convert them into customer solutions
• The ability to work independently with minimal supervision
• A Customer oriented personality exhibiting professionalism and enthusiasm
• An analytical, detail oriented, thought process with the ability to take a methodical approach to activities such as system analysis and data structuring
• Good documentation skills
• Effective communication (i.e., written, verbal and presentation) and project management skills
• Collaborative, team player with positive attitude and creative problem-solving mindset
• Ability to create relationships across departmental groups
• Experience being involved in different types of product implementations
• Good technical background with the ability to discuss architecture, hardware and software
• Experienced working in the ITSM or IT services/consulting industry
• Experienced user of an ITSM products / preferably BMC Remedy

 

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.