Cloud Operations Delivery Analyst

As a Cloud Operations Delivery Analyst focusing on ITSM process delivery, you will be responsible for ensuring seamless IT service management within a cloud environment. Your role will involve optimizing processes, ensuring compliance with ITSM standards, and improving service delivery to enhance operational efficiency and customer satisfaction.

• Implement and manage ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management within a cloud environment.
• Monitor and analyze service delivery performance metrics to identify areas for improvement and ensure SLA compliance.
• Collaborate with cross-functional teams to design and implement solutions that enhance IT service delivery and operational efficiency.
• Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences.
• Develop and maintain documentation for ITSM processes, procedures, and best practices.
• Provide training and support to team members to ensure consistent and effective use of ITSM tools and processes.
• Participate in the continuous improvement of ITSM processes to align with industry standards and best practices.
• Ensure compliance with federal regulations and organizational policies related to IT service management.

• Bachelor's Degree in Business, or a related field or equivalent relevant experience.
• 5-10 years of experience working on projects/programs supporting Government Contracts.

• Strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library).
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in using ITSM tools (e.g., Service Now, BMC Remedy, Jira Service Management).
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age.

All decisions on employment are made to abide by the principle of equal employment.

The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.