ITSM Process Analyst (ITIL 4 Certified)

Stafford, VA,
Hybrid Work from Home/Client location
Active Secret Clearance Required

• Support process owners, process managers, service owners, and service managers with meeting support, documentation, collaboration, and continuous improvement initiatives.  
• Conduct metrics analysis, and workflow analysis, and deliver suggested improvements based on findings and alignment with ITIL and industry best practices. 
• Provide support to the preparation and evaluation of technical documents, papers, studies, analyses, and briefings in support of IT service management.
• Document processes, procedures, service level agreements, critical success factors, performance work instructions, and process workflows.
• Utilize Microsoft Office products including Word, PowerPoint, Excel, and Visio to create documentation, workflows, and presentations.
• Work with a team of ITIL/ITSM SMEs to create and document Process Improvement initiatives.
• Maintain documentation control using SharePoint.
• Participate in weekly and/or daily meetings.

• BS or BA degree in Business Management, IT, or other relevant discipline from an accredited college/university. 
• 5 Years of related experience may be substituted for the BS or BA degree requirement.
• A minimum of 5 combined years of professional work experience in meeting support, creating documentation, or ITSM Support.
• Must possess ITIL4 Managing Professional or ITIL v3 Expert, plus ITIL 4 Foundation or ITIL 3 Foundation.
• Prior USMC experience is preferred but not required.
• Excellent Writing and MS Office program skills including Word, PowerPoint, Excel, and Visio. Demonstrated ability to work to tight deadlines and remain well organized and self-motivated.