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| Pragmatics, Inc. | |||||
| Incident Management Analyst | |||||
| Job Number | 2790793 | ||||
| Category | Government | ||||
| Location | Washington DC 20001 US | ||||
| Posted Date | |||||
| Salary | |||||
| Type | PERMANENT/FULLTIME | ||||
| Level | |||||
| Description | |||||
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Would you like to perform rewarding work while contributing to the success of an established, growing company?Pragmatics, Inc. is seeking an Incident Management Analyst to support an information resource management program at a federal agency. As an Incident Management Analyst, you will be performing the following responsibilities: The Incident Management Analyst will be the interface for coordinating the programs incident management process for this federal agencys Information Resources Management (IRM) bureau. The Incident Management Analyst will report to the Process Manager as a member of the Process Engineering team within the program execution office. As a member of the process engineering team, the Incident Management Analyst shall actively participate in the lifecycle of all information technology service management (ITSM) processes to include incident management, change management, knowledge management, problem management and service asset/configuration management (SACM). The Incident Management Analyst will be a representative at various IRM forums and provide support to the IRM customer for incident management activities. The Incident Management Analyst will ensure the prompt handling of all incident reports and service requests in order to minimize the impact upon service quality and consequently identify opportunities to improve the day-to-day operations of the enterprise. Although the Incident Management Analyst will not have supervisory responsibilities, the assigned individual must be able to communicate clearly and succinctly, both in writing and orally, and present products and ideas in a professional manner. The Incident Management Analyst will work in a dynamic fast-paced environment that requires technical interaction and coordination across the service offices and within the IRM bureau. The Incident Management Analyst will be required to interface with senior leaders. List duties Collaboratively support the Process Engineering team in executing the IRM incident management process. Execute the ITIL-based incident management sub-processes to improve overall availability of IT services by identifying and solving incident and resolving service requests by providing suitable workarounds to customers. Participate in the development of Lessons Learned/Root Cause Analysis (LL/RCA) reports internal to the enterprise. Update the IRM Known Error database based on the results of LL/RCA findings. Create and publish other incident management reports as deemed appropriate to ensure that other service management processes are optimized with respect to continual service improvement activities. Represent the team at IRM incident management meetings. Required skills Currently possess a Secret clearance with the ability to be granted a Top Secret. U.S. citizenship with an active Secret level clearance. ITIL Foundation V3 Certification. Outstanding written and verbal communication skills with the ability to deliver presentations to the customer. Operational proficiency on Microsoft Office product suite to include Project, SharePoint, and Visio. Familiarity with project management approaches, tools and phases of the project lifecycle. education and years of experience Bachelor of Science degree in an IT-related discipline or an equivalent level of progressiveexperience in enterprise level IT environments. At least 18 months of experience in providing IT services to a large U. S. government customer. Demonstrated experience and knowledge of ITSM principles, methodologies, and tools. clearance Secret company overview Join an established and reliable mid-tier government contractor with a reputation for excellence.For30 years, Pragmatics, Inc. has provided state-of-the-art technology services and solutions to the federal government. We provide software engineering, agile business intelligence and analytics, audiovisual and learning technologies, cybersecurity,systems engineering, independent verification and validation, IT service management, program management, and transportation solutions. Pragmatics has diverse contracts with both defense and civilian agencies. We have been externally appraised at SEI CMMI Level 5 and are ISO 9001, ISO/IEC 27001, and ISO/IEC 20000-1 certified. Pragmatics strives to provide the highest level of customer satisfaction, as well as rewarding careers for our employees, who are hardworking, enthusiastic, and dedicated to superior performance.We encourage you to find out more about our company and our benefits at: www.pragmatics.com. Pragmatics is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. |
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