Job Description

Description

SAIC is seeking a dedicated and seasoned Program Analyst Consultant to join our team and play a pivotal role in providing on-site administrative and technical support, as well as developing and implementing IT service management (ITSM) policies, processes, and procedures. These efforts will directly contribute to the improvement and efficiency of critical Department of Defense (DoD) infrastructure and IT support services, ensuring their optimal functionality and sustainability.

This is an onsite position located in Alexandria, VA . 

Job Responsibilities:

Project Coordination and Liaison :

• Coordinate the operational and technical aspects of ongoing projects and serve as liaison between project management and project team.
• Communicate with stakeholders on service requests, troubleshooting, and general questions.
• Reviews status of projects; manages schedules and prepares status reports.
• Develops mechanisms for monitoring project progress and for intervention and problem-solving with project manager and project team.

Service Level Management :

• Define, negotiate, and manage service level agreements (SLAs) and operating level agreements (OLAs) with both customers and service providers.
• Monitor and report on service performance metrics, taking corrective actions when necessary to address shortcomings.
• Negotiate and manage contracts with third-party vendors and suppliers.

Service Implementation and Improvement :

• Coordinate with technical teams to implement solutions that prevent recurring incidents and minimize downtime.
• Drive continuous improvement initiatives to enhance the effectiveness and efficiency of IT service delivery.
• Identify opportunities for process optimization, automation, and innovation.

Relationship Management and Compliance :

• Build and maintain strong relationships with internal and external customers, understanding their needs and expectations.
• Ensure that IT services comply with relevant regulatory, security, and governance frameworks.

Documentation and Policy Management :

• Maintain comprehensive documentation of service management processes, procedures, and policies.

Qualifications

Required Education :

Bachelors and eighteen (18) years or more of related experience; Masters and sixteen (16) years or more experience; PhD or JD and thirteen (13) years or more experience; four (4) years accepted in lieu of degree. 

Qualifications:

• Strong understanding of ITSM frameworks, such as Information Technology Infrastructure Library (ITIL) and Service Integration and Management (SAIM).
• Proven experience in managing IT services and delivering against SLAs.
• Knowledge of regulatory requirements and industry standards related to IT service delivery.
• Familiarity with ITSM tools and technologies, such as service management software.
• Exceptional analytical, decision-making, communication, and interpersonal skills.
• Leadership and team management capabilities.

Clearance

• Candidates must have an active Secret clearance.

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