ITSM Process Analyst

Empower Ai It Service Management Process Analyst

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

We have an exciting opportunity at the Department of State! ITSM Process Analyst is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer.

Responsibilities:

• Coordinate and improve Incident and Service Request Management as part of broader ITSM efforts.
• Develop, coordinate, administer, update, and submit change requests to maintain workflows in the Ticket Management System (Service Now), and recommend system enhancements for hardware, software, processes, and procedures to improve ITSM operations.
• Collaborate with stakeholders to update Ticket Management System configurations and enhance functionality.
• Review, recommend, and revise a set of classifications for incident categorization, with government participation and approval.
• Enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).
• Support the change management process in accordance with customer policies and procedures.
• Additionally, participate in change management meetings, as required.
• Collaborate with government stakeholders and technical teams to assess, review, and implement changes.
• Provide impact analysis, risk assessment, and post-implementation review for changes.

Education and Experience

The following are the education and experience required for this position:

• 5+ years
• Bachelor's in IT or related field
• ITIL 4 Managing Professional (leads)
• Secret Security Clearance

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.