Technology Review Board (TRB) Operations Support Analyst

Overview:

Akumen is seeking a Technology Review Board (TRB) Operations Support Analyst responsible for supporting the management and reporting functions of the agency's TRB operations. This role verifies the accuracy and completeness of product requests from sponsors, ensuring they are thoroughly prepared and ready for the TRB review. Additionally, the analyst will be responsible for processing new product requests within the established timelines and involves creating and maintaining TRB operational dashboards as directed by OCA management. The ideal candidate should be self-motivated, capable of working independently, effectively managing their workload, and demonstrating strong teamwork skills to collaborate seamlessly with others.

Responsibilities:

Review and Analysis:

• Review IT product requests to ensure completeness and alignment with agency standards.
• Assist product request submitters by addressing their queries and ensuring submissions meet organizational requirements.

• Collaborate with product sponsors to ensure timely approvals and alignment with the agency's mission and objectives.
• Support TRB reviewers and approvers by facilitating communication and ensuring reviews and approvals are completed within the Service Level Agreement (SLA) timeframe.

Operational Support:

• Manage the TRB Management email inbox, provide timely and accurate process guidance to users, and escalate operational issues to TRB Management.
• Collect and analyze metrics to visualize operational performance, identify issues, and recommend process improvements.

Application and Process Management:

• Assist in the operation of the TRB application, including defect tracking, enhancement prioritization, and testing.
• Apply IT Service Management tools and methodologies to support the TRB product approval process.

Additional Duties:

• Perform any other operational support tasks as assigned by the TRB Manager, or by the managers from the parent organization.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Extensive experience with IT Service Management frameworks and methodologies, such as ITIL.
• Proficiency in managing and optimizing ITSM processes, including incident management, problem management, change management, and service request fulfillment.
• Ability to configure and customize ITSM tools to meet organizational needs, including workflow automation, reporting, and dashboard creation.
• Proficiency in a variety of technology platforms and infrastructure components.
• Strong analytical and problem-solving skills.
• Knowledge of IT product management and maintaining an organization’s product baseline.
• Understanding of Federal guidelines such as FISMA, NIST, CISA, and FedRAMP.
• Familiarity with SCRUM, agile practices, and tools like Jira.

Preferred Qualifications:

• Certification or operator experience with ServiceNow.
• Experience in data analysis and dashboard creation using ServiceNow or PowerBI.
• Proficiency in creating customer surveys using Microsoft Forms.
• Skilled in using Microsoft O365, Teams, and SharePoint.
• Prior consulting experience with government agencies.

Security Clearance:

Active Secret Clearance or higher required