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Continual Service Improvement Analyst

Tracking Code IMC00105

Job Description

In support of the Army National Guard (ARNG) National Capital Region (NCR) Director of Information Management (DOIM) contract, the incumbent will report to the Service Efficiency Lead on-site (Arlington, VA). The incumbent will be responsible for all process performance aspects of Continual Service Improvement (CSI) for the DOIM contract. The successful candidate will have extensive experience analyzing processes to establish key performance indicators and targets, implementing measures and analyzing performance data, and identifying benchmarks to enable useful comparisons of performance related to the delivery of the DOIM services. The successful candidate will have experience with business process management, operations optimization for enterprise operations management projects, and ITIL-based ITSM.


  • Drives the continual improvement of ITIL processes by analyzing process performance data and measures, comparing process performance against performance targets, reporting process performance information, and recommending changes to processes, performance measures and/or targets to maximize process performance
  • Identifies and utilizes effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated.
  • Evaluates processes to identify desired outcomes and process performance drivers. Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily.
  • Performs detailed analysis of processes and identifies key measures of process performance for baselining and attainment of desired outcomes.
  • Employs a variety of CSI techniques including root cause analysis, pareto analysis, modeling, process reengineering workshops, to support efforts to analyze process performance and look for breakthrough improvements.
  • Develops and documents CSI processes and procedures.
  • Provides support and guidance to the technical teams as they implement service management policies.
  • Understands advanced concepts and navigates the relationships between Processes, Process requirements, and business/IT management needs that are moderate to complex in nature which may span across multiple ITSM Processes.
  • Familiarity with International Organization for Standard (ISO) 20k.
  • Maintain standard operating procedures (SOP) and job aids ensuring they are current and easily accessible.
  • Assist service and process owners with the development of training articles for new or changed services and processes due to CSI efforts.

  • Essential Functions

  • Ability to support a fast paced and agile learning environment
  • Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
  • Ability to identify and articulate key information in an efficient and timely manner.
  • Ability to exercise discretion and independent judgment when handling situational occurrences
  • Analyzes and recommends alternative solutions to meet customer needs
  • Builds credibility and trust with customers
  • Identifies areas of opportunity to improve customer satisfaction
  • Must have excellent multi-tasking and time management skills
  • Supports the team process and participates on cross-functional teams
  • Responsible for handling after-hours on call support (when necessary)

  • Required Skills

  • Required Education High school diploma, or in lieu of education, 4 years of relevant experience in an environment built around the ITIL Framework.
  • At least 3 - 4 years’ experience implementing ITIL processes from the ground up
  • ITIL Foundation Certification v3
  • Experience using BMC Remedy
  • Proficiency in Microsoft Office products: Word, Excel, PowerPoint, SharePoint, Outlook
  • Strong analytical and problem-solving abilities
  • Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
  • All applicants must have current DoD Secret clearance eligibility day one and prior to entry on duty with the ability to pass an SSBI background.

    Desired Qualifications

  • ITIL Intermediate Certification.
  • A relevant educational degree in one of the follow fields: Computer Science, Information Systems, Information Technology, Cyber Security, Statistics, Business Administration, Systems Engineering, Computation Science, Computer Engineering, Electrical Engineering, Data Analytics, Information Technology, Information Security and Assurance, Mathematics, Software Engineering.
  • Experience and ability to export and manipulate data to create and support reports.
  • Apply