ITIL Specialist

Program Overview

About The Role

We are seeking an experienced ITIL Specialist to join our team. The candidate will play a crucial role in driving IT service management excellence by providing deep expertise and guidance on ITIL best practices. The successful candidate will have the ability to design, implement, and optimize ITIL processes across our organization, ensuring improved service delivery and operational efficiency.

Key Responsibilities:

• Lead the design, development, and implementation of ITIL-aligned processes across IT service management (incident management, change management, problem management, service request fulfillment, etc.).
• Provide expert advice on ITIL processes, frameworks, and methodologies to senior management and teams.
• Drive continual service improvement (CSI) initiatives to enhance the effectiveness and efficiency of IT service management.
• Deliver training and workshops on ITIL processes and principles to team members and stakeholders at all levels.
• Ensure adherence to ITIL practices and policies, as well as compliance with industry standards and regulatory requirements.
• Work closely with the tools team to evaluate, recommend, and optimize IT service management tools that align with ITIL standards.
• Assist with major incident management and problem resolution, ensuring root cause analysis and prevention of recurrence.
• Collaborate with cross-functional teams, including IT operations, service desk, and project management, to ensure seamless delivery of IT services.
• Define and track key performance indicators (KPIs) and metrics to measure the effectiveness of ITIL processes.

*Position is contingent upon Spring 2025 award*

Qualifications

Required Qualifications:

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 8+ years of experience; Masters and 6+ years of experience; an additional four years of experience may be considered in lieu of degree.
• In-depth knowledge of ITIL frameworks and best practices, including service design, transition, operation, and continual service improvement.
• Strong problem-solving and analytical skills, excellent communication and presentation abilities, and the ability to drive change and influence stakeholders.
• ITIL Expert or ITIL Master certification.

Desired Attributes:

• Additional IT service management certifications (e.g., ISO 20000, COBIT, Six Sigma).
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, etc., is highly desirable.
• Strong leadership and mentoring abilities.
• Ability to work in a fast-paced, evolving environment.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.