ITSM/ITIL Expert

ITSM/ITIL  Expert

Will lead the development, implementation and continuous improvement of a foundational ITIL program across DISA. Provide an industry standard set of tools and process that will simplify the operating environment, refine, connect or created a full suite of IT Service Management tools and process that effectively coordinate work across DISA.

Location : Fort Meade. Twice a week on-site (resource can chose any two days a week)

Active SECRET CLEARANCE

Years of Relevant Experience: 10+

Education: Bachelor's Degree (if High School degree, please add 6 more years of experience; if the person has any ITIL certification, just 4 extra years of experience; if Associate degree, 2 years extra experience )

·         Design and implement strong governance; establish, monitor and enforce roles and responsibilities, and effectively manage stakeholder expectations

·         Ensure that IT Service Management Process Support conforms to the corresponding DISA approved Change Management and Configuration Management processes and be approved by the appropriate DISA bodies governing change in that area of responsibility.

·         Strong working knowledge of IT Service management processes including the ability to develop and track compliance against service level targets and KPI

·         Oversee and guide stakeholders through change according to impact on process, technology, and people

·         Focus on effectiveness, efficiency, productivity and quality throughout the Service Management Lifecycle

·         Responsible for conveying an organization's internal and external messages. They draft written materials, prepare presentations and communicate with employees

·         Ensure that the functional capabilities provided by the IT Service Management Process Support task shall be applied to the strategic approach the agency utilizes for process improvement, re-engineering and, where possible, standardization, the tactical process design of those processes, implementation assistance of those processes and communication of the aforementioned.

·         Provide on-going IT service management SME in support of the OCM. This support will include ITSM lifecycle process design, Agency process assessments/alignments and CYBER NETOps requirements for integration and automation support.

·         Provide subject matter expertise in the realm of strategic communications and planning, business process engineering, and knowledge management.  Strategic communications support shall include the development and implementation of artifacts to publicize and inform stakeholders in the adoption and sustainment of technologies within the DoD. 

·         Be responsible for the life-cycle communications process, including stakeholder analysis, key message development, distribution, and measurement. 

·         Experience in ServiceNow is a big plus