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ITIL Specialist
ITIL Specialist
*Requirements - 4-7 Years in IS Service Management/ Active Secret Clearance)
The ITIL Specialist, Mid leads the design, implementation, and continual refinement of ITIL-aligned service management processes to strengthen the stability, consistency, and performance of IT services. This role assesses current incident, problem, change, request, and release workflows, identifies operational gaps, and produces optimized processes aligned with business objectives, governance frameworks, and federal IT requirements. Operating at a journeyman level, the specialist collaborates with process owners, service desk teams, operations, and project stakeholders to establish standard procedures, ensure supporting tools are correctly configured, and monitor compliance through KPIs, dashboards, and audits. The position is instrumental in driving continual service improvement across a dynamic federal IT environment.
Key Responsibilities
- Lead analysis of existing ITSM processes and design future-state workflows for incident, problem, change, request, and release management that follow ITIL best practices and organizational directives.
- Develop, publish, and maintain high-quality process documentation-including process flows, RACIs, SOPs, and work instructions-to support operational consistency across teams.
- Define and maintain ITSM KPIs and metrics (e.g., MTTR, change success rate, backlog trends), generate insights from data, and recommend actionable improvements.
- Act as or support process owner/manager functions by championing process changes, coordinating communications, and ensuring alignment with policies, compliance requirements, and internal controls.
- Partner with ITSM platform administrators to translate process designs into tool functionality, validate workflow behavior, and support enhancements or automation opportunities.
- Lead or facilitate process audits, health checks, and compliance reviews; analyze ticket samples, document findings, and drive remediation actions with accountable stakeholders.
- Support and facilitate root-cause analysis and corrective action planning for major or recurring incidents and problems, ensuring governance adjustments and process changes accompany technical remediation.
- Provide coaching and knowledge sharing to junior team members and operations staff on ITIL frameworks, process adherence, and continual service improvement techniques.
- US Citizen with a Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
- Candidates MUST have a current secret security clearance.
- 4-7 years of experience in IT service management or IT operations roles with direct responsibility for ITIL-aligned processes (such as incident, problem, or change management).
- Strong understanding of the ITIL service lifecycle, process interdependencies, and governance frameworks within enterprise IT environments.
- Demonstrated experience analyzing, designing, and documenting ITSM processes and successfully implementing them into daily operations.
- Proficiency with incident, problem, and change management tools or enterprise ITSM platforms, including reporting, dashboards, and KPI development.
- Excellent analytical, communication, and interpersonal skills with the ability to balance multiple initiatives and coordinate across diverse teams.
- Proven experience analyzing, designing, and documenting ITSM processes and implementing them in an operational environment.
- Proficiency with problem and incident management tools or broader ITSM platforms, including reporting and KPI development.
- Excellent problem-solving, analytical, communication, and interpersonal skills, with the ability to manage and prioritize multiple concurrent tasks.
- Hands-on experience leading one or more ITIL processes (for example, problem or change management) in an enterprise or government IT environment.
- ITIL Foundation plus intermediate or advanced ITIL/ITSM training (such as continual improvement or service operations modules).
- Experience conducting formal process audits, health checks, or readiness assessments and presenting findings to leadership.
- Familiarity with continual service improvement techniques and facilitation of lessons-learned or review sessions.
Job Requirements:
- Manage and administer the billing and reporting of total infrastructure and infrastructure changes
- Secure infrastructure-specific products and services
- Install data invoice cabling and infrastructure
- Assist with infrastructure upgrades and server updates which will involve occasional weekend work
- Safeguard the server, software, and all infrastructure peripherals
- Provide troubleshooting and technical support services for virtual infrastructure
- Supporting key functional areas, particularly client infrastructure, network infrastructure, server infrastructure, data communications and wireless communications
- View the infrastructure at an enterprise level
- Monitor the infrastructure to ensure local area network
- Add input to the infrastructure strategy of messaging and directory services and undertake solution design for infrastructure projects
- Assist with the planning and deployment of infrastructure components
- Identify virtual infrastructure operational, monitoring and reporting
- Perform research on infrastructure technologies and tools; design and implement infrastructure architecture as well as upgrade as needed following change management guidelines
- Configure and maintain multi-office network infrastructure Helpdesk
- Complete all infrastructure tickets and provide monthly system uptime reports Guidance to customers for handling on premise infrastructure related incidents
- Ensure execution of the following activities related to delivery of infrastructure
- Troubleshoot openvpn client and server
- Provide expertise, guidance, support and/or training to client infrastructure staff
- Integrate automated infrastructure to support continuous integration and delivery practices / technologies
- Maintain up-to-date knowledge on emerging infrastructure and network architectures
