Service Asset and Configuration Management Analyst

Job ID 19-00090

Industry Computer/IT

Job Type Contract

Location Arlington, VA


Job Summary
In support of the Army National Guard (ARNG) National Capital Region (NCR) Director of Information Management (DOIM) contract, the candidate will report to the Service Efficiency Manager and provide on-site (Arlington, VA) support to the Army National Guard Information Operations Division (ARNG-IMO).The candidate must have at least two (2) years of work experience in IT asset management and at least two (2) years of IT configuration management process ownership, while maintaining accountability and responsibility for the day to day tasks of Asset and Configuration processes. The candidate must have a strong understanding of the Information Technology Infrastructure Library (ITIL) framework and the Service Transition processes.

- Regularly evaluate the SACM process for improvement opportunities; paying particular attention to current process areas:
o    Management of the Configuration Management System (CMS)
o    Management and accountability of Government Furnished Equipment (GFE)
    To include Coordination with onsite PBO and a fundamental understanding of the current ARMY property accountability system Global Combat Support System (GCSS) 
o    ITIL process interfaces (Change, Incident, Problem, etc.)
o    Overview of the Network Configurations Management (NCM) system
    Current operational systems include SolarWinds and System Center Configuration Manager
- Periodically review process documentation and report content for improvement opportunities; these reviews should focus on the following:
o    Ensuring relevant SACM documentation is available and current
o    Ensuring relevant SACM metric reports are delivering intended value to the requesting audience
- Educating and informing all program staff (contractor and government) on SACM process policies and procedures
- Working with other process owners to ensure there is an integrated approach to the design and implementation of SACM across the entire DOIM program

Essential Functions
- Ability to support a fast paced and agile learning environment
- Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails 
- Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
- Ability to identify and articulate key information in an efficient and timely manner. 
- Ability to exercise discretion and independent judgment when handling situational occurrences
- Analyzes and recommends alternative solutions to meet customer needs
- Builds credibility and trust with customers 
- Must have excellent multi-tasking and time management skills 
- Supports the team process and participates on cross-functional teams 


Service Asset & Config. Management Analyst – DOIM – Arlington, VA   (ITIL Position)
- At least 3- 4 years' experience working in and implementing ITIL framework
- Has some demonstrative experience creating new ITIL processes
- Preferred experience that the candidate has experience with ground up ITIL implementation

Mandatory Job Requirements:  
- ITIL Intermediate Certification or higher v3 or v4 
- All applicants must be U.S. Citizens and have a current DoD Secret clearance eligibility, day one and prior to entry on duty.  


Basic Required Qualifications:
- 2 years' experience with Asset Management
- 2 years' experience with Configuration Management
- Required Education High school diploma, or in lieu of education, 4 years of relevant experience in a Service Desk environment.
- Experience creating new ITIL processes
- At least 3 -4 years' experience implementing ITIL framework 
- ITIL Intermediate Certification or higher v3 or v4
- Proficiency in Microsoft Office products: Word, Excel, PowerPoint, SharePoint, Outlook
- Strong analytical and problem-solving abilities
- Per contract: All applicants must be U.S. Citizens and have a current DoD Secret clearance eligibility, day one and prior to entry on duty.  
Desired Qualifications: 
- ITIL Expert Certification
- COMPTIA Security + SY0401 or SY0501
- A relevant educational degree in one of the follow fields: Computer Science, Information Systems, Information Technology, Cyber Security, Statistics, Business Administration, Systems Engineering, Computation Science, Computer Engineering, Electrical Engineering, Data Analytics, Information Technology, Information Security and Assurance, Mathematics, Software Engineering.
- Experience using ticketing software such as Service Now, Service Desk Manager, or BMC Remedy with a thorough understanding of ITIL best practices