Join a Team thats Shaping the Future of IT Support

At BAE Systems, were passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As an ITSM Expert Analyst, youll play a critical role in providing exceptional project management support to the customer. Youll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. Responsible for planning, integration, management, and tracking of end-to-end IT service delivery. Also support the development and execution of the Team BAE Systems service strategy tasks which include managing and maintaining assets required for IT service delivery.

As an ITSM Expert Analyst, you will be responsible for managing and improving IT service delivery within an enterprise by ensuring IT processes align with business needs, monitoring performance, and supporting core IT service management functions like incident, problem, and change management. This role requires a deep understanding of ITSM frameworks to optimize service delivery, troubleshoot issues, and implement best practices across the organization. Youll provide comprehensive project management support for enterprise-wide operations in a large government contract. Youll act as the primary enterprise service manager for all services delivered by the prime contractor, while managing financial and procurement requirements to ensure seamless execution and compliance. Your day-to-day responsibilities will include providing project management support, acting as a liaison between your team and the customer, and managing operations within all enterprise services and procurement requirements.

Duties:

• Process and Performance Management:
  • Monitor and manage the lifecycle of ITIL processes, including incident, problem, change, and request fulfillment.
  • Conduct regular analysis of IT service performance against Service Level Agreements (SLAs) and produce performance reports.
  • Identify trends, patterns, and areas for improvement in ITSM processes, making proactive recommendations.
  • Lead and coordinate the Change Advisory Board (CAB) and manage the change management lifecycle from request to implementation.
• Incident and Problem Management:
  • Support major incident response and contribute to problem investigations by analyzing trends and patterns.
  • Serve as a point of contact for escalated IT service queries and requests.
• Documentation and Training:
  • Create and maintain documentation for ITSM processes and operational procedures.
  • Assist in developing and delivering training on ITSM processes and best practices to IT staff and end-users.
• Continuous Improvement:
  • Drive continuous improvement initiatives for ITSM services and tools.
  • Participate in or lead cross-functional initiatives to define and implement business opportunities through technology.
  • Ensure knowledge transfer to appropriate personnel.
• Technical and Functional Support:
  • Provide expert-level analysis for the design and implementation of ITSM solutions.
  • Work with stakeholders to define business requirements and translate them into functional specifications.
  • Analyze and troubleshoot technical issues to maintain system performance and security.
  • Assist in managing IT inventory and ensuring compliance with standards

By joining our team, youll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customers operations. Youll be expected to provide district project management support, act as a district liaison, and manage district financial and procurement requirements. If youre a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.