ITIL / ITSM Principal Engineer

System One
Washington, DC
Aug 06, 2022
Aug 12, 2022
Full Time
ITIL / ITSM PRINCIPAL ENGINEERALTA IT Services has a 12 month+ contract opening for an ITIL/ITSM expert to support a leading, Washington DC -based health insurance customer. Seeking an expert in ITIL / ITSM aligned process efforts from discovery, design to implementation, operations, and service improvement to utilize best practice IT Service Management tools and methodologies to develop effective solutions to align business requirements. The candidate should have a successful record of accomplishment of developing comprehensive cost-effective solutions to satisfy corporate business needs in their modernization efforts.Work remains COVID remote, with the hope of a future hybrid model, Washington DC. AREAS OF FUNCTIONAL/TECHNICAL EXPERTISE: ITSM Tool - Configuration and CustomizationService Desk & End User SupportITSM Continual Service ImprovementGap / Interdependency AnalysisChange ManagementITIL FrameworkService Catalog & Self ServiceProject ManagementRisk ManagementBusiness Process ImprovementAgile MethodologyScrum FrameworkCertified ITIL foundation/ ExpertSystem Development Life Cycle (SDLC) RESPONSIBILITIES Responsible for performing SRTS process modernization discovery assessment and interdependenciesInterviewing the stakeholders and gathering the As-IS requirements/ artifacts, process flow,Designing in the ITSM business process mapping, documenting business cases, process improvement efforts, creating workflows and SOPsResponsible for eliciting and documenting business and technical requirementsResponsible for creating workflows and storyboards that accurately map back to documented business requirementsSet deadlines, assign responsibilities, monitor, and summarize progress of project based upon product roadmapFacilitate deep dive workshops for problem management, risk management, change, configuration, and asset management to ensure a seamless and adequate transition of business services between contract service providers.Responsible for managing the performance of the problem management team to achieve defined KPIs based on defined Service Level Agreements.Collaborate with the Business change management team and participated in Communication, stakeholders reviews to ensure the adoption and implementation of changes had minimal or no disruption to operational services.Develop target state ITSM Operating model and maintain, service intake, Incident and Problem Management Standard Operating Procedures.Responsible for problem analysis, identification, and remediation from service & incident tickets.Responsible for performing quality assurance to ensure continual service improvement.Responsible for the technical specification and implementation of Atlassian and or Jira Service Management productCoordinate with Project Manager to plan roadmaps, sprints, and releases on the ITSM Process Configuration HOURLY RATE: $100/Hr. range. Benefits available for W2. C2C through a supplier company only. For consideration, please contact Melissa McNally via