Business Analyst III

Aleut Federal is seeking an Information Technology Requirements Manager (ITRM). The ITRM will play a critical role in ensuring the efficient management of IT service requests and requirements.   This role involves providing excellent customer service, monitoring service tickets, tracking key metrics, managing workflows, and continuously improving processes. The ITRM will act as a subject matter expert (SME) for ServiceNow process flows and will coordinate closely with various teams to ensure smooth operations. The ITRM will act as a leader / mentor for the IT Requirements Analyst (ITRA). To ensure maximum flexibility and efficiency and to encourage cross training, employees will be assigned additional duties as deemed necessary. 

Responsibilities 

• Maintain a customer-focused approach in all interactions and provide excellent customer service to both the team and to any external partners 
• Continuously monitor CIPS, Remedy, and Service Central tickets with any external agencies to ensure prompt resolution and notification to involved parties 
• Track key metrics such as response times, resolution times, and backlog for all tickets moving through the requirements management process 
• Provide regular ticket updates proactively and upon request in addition to weekly team meetings 
• Act as an SME for ServiceNow process flows for the customer 
• Make recommendations for improvements in Service Now to the Platform Analyst and Service Now Development teams through proper channels 
• Provide recommendations for workflows and processes for requirements management purposes 
• Identify bottlenecks in the current process, address them where possible, and provide leadership with recommendations to streamline any issues 
• Create and maintain a comprehensive knowledge base for all baseline offerings and develop internal and external articles explaining the requirements management process in detail 
• Ensure that SLAs for ticket close times, update times, and external ticket times are documented and enforced 
• Coordinate with asset management as needed 
• Make continuous improvements to ServiceNow processes and workflows 
• Implement best practices for queue management to keep the team moving forward efficiently 
• Offload ticket monitoring tasks from the team to ensure focus on high-priority items 
• Manage membership of ServiceNow approval groups as related to customer workflows 
• Provide metrics to the Business Analyst team to inform monthly status reports made to the COR and the contracting office 
• Develop and present regular reports on ticket management performance and process improvements 
• Oversee service queue management, ensuring all requests are handled in a timely manner 
• Monitor queue health and implement strategies to prevent backlog and ensure efficient ticket processing 
• Foster a collaborative environment to facilitate continuous improvement and knowledge sharing 
• Train and mentor junior team members on process flows and ticket management best practices 
• Assist in the development of training materials and conduct training sessions for new team members and stakeholders 
• Assist in development of and maintain the data for the priority scoring matrix for all customer project efforts

 

Required skills and qualifications 

• Current Top Secret with SCI Eligibility 
• Must be able to work full day on-site during regular business hours 
• Competency with Microsoft Office Applications 
• Strong technical knowledge 
• Proficiency in ServiceNow, CIPS, Remedy, Service Central and other IT service management ticketing systems/tools 
• Strong analytical skills with the ability to identify process improvements 
• Excellent communication and customer service skills 
• Experience with metrics tracking and reporting 
• Ability to work collaboratively in a fast-paced environment 
• Process oriented, attention to detail, superb documentation skills

Preferred skills and qualifications 

• 5+ years of experience in IT service management or a related role 
• Prior military service or familiarity with military command organizations 
• ITIL or IAT II certification or equivalent experience 
• Service Now certifications

Locations:

• This position will be expected to perform duties at any customer facilities within Colorado Springs

Rate: 

• $80K - $115K

 

Closing Date: 

• We will be accepting applications for this position until 19 July 2024 at 11:59p EST

 

Aleut offers the following benefits to eligible employees:  

• Health insurance 
• Dental/Vision Insurance  
• Paid Time Off