Senior ITIL Support – SME – 4126/3187/21169-5652

This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6692704

Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional
candidate to serve as ITIL Support Senior – SME for the US Army
Regional Cyber Center – Continental United States (RCC-CONUS) program
responsible for performing non-personal Information Technology (IT)
Services and support requirements. RCC-CONUS is responsible to operate,
manage, and defend the Armys NIPRNet and Secure Internet Protocol
Router Network (SIPRNet) CONUS portion of the GIG, and the NIPRNet and
SIPRNet DoDIN-A. The RCC-CONUS functions as part of a larger joint
environment, responding to the Theater Combatant Commanders, the
ARCYBER, and the Army Cyber Commands Army Cyberspace Operations and
Integration Center (ACOIC), which operates the GIG in support of
Department of Defense (DoD) operations around the world. Services
include Network and System Modernization, Cyber Defensive Operations,
Defensive Cyber Assessments, Defensive Cyber Infrastructure Support,
Threat & Data Analytics, DoDIN Operation Support, Network Management,
Systems Management, IT Lifecycle Management, IT Service Management
(ITSM), Portfolio/IT Investment Management, and Theater Operations and
Service Desk support.

The candidate will set policies and practices for implementing,
delivering, and managing IT services for end users in a way that meet
the stated needs of end user and the stated goals of the business.
Executes tasks and projects relevant to subject matter. Reduces issues
to practical recommended options. Explains recommendation to
decision-makers in terms that permit decisions. Performs studies and
analyses on subjects within the technical scope of work. Develops
requirements from a projects inception to its conclusion for a
particular IT subject matter area (i.e., simple to complex systems).

Key Tasks and Responsibilities

– Responsible for utilizing ITSM and its process-based approach to
design, plan, deliver, operate, and manage IT services provided by
the RCC-CONUS to its customers.
– Adhere to industry BBPs where possible to improve and /or expand the
existing ITIL processes in its process-based approach to design,
plan, deliver, operate, and maintain IT services provided by the
RCC-CONUS to its customers.
– Incorporate CPI/CSI as key tenants underlying IT service management
within the RCC-CONUS.
– Evaluate the effectiveness and efficiency of processes internal to
the RCC-CONUS that are utilized to manage the quality of services
delivered to our customers monthly. Efficiency and effectiveness
should be calculated based upon the Key Performance Indicators
(KPIs) and metrics established in Appendix C – ITIL Key Performance
Indicators and Metrics Process Plan.
– Evaluate the quality of services delivered based upon established
KPIs, metrics and industry standards and trending to learn from past
successes and failures to continually improve the quality of
services delivered to our customer.
– Offers innovative solutions that meets customers needs while
remaining cost effective.
– Ensures transitioning of applications in Development to Maintenance
is done effectively with thorough analysis of impact of changes to
operational processes and standards.
– Ensures effective and efficient day to day operation with adherence
to Request, Incident, Problem and Change Management processes and
procedures within timeframes set by severity levels engaging various
It partners as required.

Education & Experience

– N/A

Certifications

– Required: Information Technology Infrastructure Library Managers
(ITIL v3/2011) Expert Certificate or higher
– Desired: ITIL 4 Managing Professional or Strategic Leader

Security Cle rance

– Secret clearance (Required)
– US Citizen or permanent resident

Other (Travel, Work Environment, Administrative Notes, etc.)

– Travel to CONUS and OCONUS locations to meet mission requirements
and undergo training maybe required. The support outside Fort
Huachuca, AZ including OCONUS if required, will be designated as
TDY.

Computer World Services is an affirmative action and equal employment
opportunity employer. Current employees and/or qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, disability, age, sexual orientation, gender identity,
national origin, disability, protected veteran status, genetic
information or any other characteristic protected by local, state, or
federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all
qualified individuals. As part of this commitment, Computer World
Services will ensure that individuals with disabilities (IWD) are
provided reasonable accommodations. If reasonable accommodation is
needed to participate in the job application or interview process, to
perform essential job functions, and/or to receive other benefits and
privileges of employment, please contact Aaron McClellan in Human
Resources at

314.952.5138

or