IT Service Management (ITSM) Analyst - Navy - Secret Required

cFocus Software seeks a IT Service Management (ITSM) Analyst to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.
Qualifications:

• Three (3) years of professional experience in relation to designing, implementing, and monitoring IT service management processes and practices within an organization, using frameworks like ITIL and Scrum, to ensure efficient product and service delivery by analyzing operational data, technical data, IT experience data, or any combination of those to identify areas and strategies for improvement.
• Collaborate with business and technical teams to optimize IT products and services and align them with business objectives.
• This position requires a DoD IAT II level certification

Duties:

• Key duties include generating documentation, monitoring ITSM process and practice performance, assisting with improving the IT experience of our stakeholders by measuring human-centric metrics, reporting on key performance indicators (KPIs) and other metrics, and drive continuous service improvement.
• Manage the coordination with Service Owners to design new services and enhance existing services.
• Coordinate with Services Owners to develop and maintain processes and workflows to design and transition services to Operations.
• Coordinate with Service Owners to define service quality metrics and Service Level Objectives (SLOs) for new and enhanced services.

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