ITSM Expert Analyst

Job Description
Join a Team that's Shaping the Future of IT Support
At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As an ITSM Expert Analyst, you'll play a critical role in providing exceptional project management support to the customer. You'll 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. You'll provide comprehensive project management support for enterprise-wide operations in a large government contract. You'll 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, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. You'll be expected to provide district project management support, act as a district liaison, and manage district financial and procurement requirements. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.
Location Requirement
The successful candidate must be located within 50 miles of Vicksburg, MS or Washington, DC.
Required Education, Experience, & Skills
Required Education, Experience, & Skills

• Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field (or equivalent experience)
• PMI-PMP certification
• ITIL v4
• 12+ years of experience in ITSM as an Expert Analyst, with a focus on district or regional operations in government contracting or large enterprise environments
• Proven expertise managing financial, procurement, and liaison activities for multi-site support services
• Active DoD Secret Clearance (must be current and transferable)
• Strong knowledge of federal acquisition and financial regulations (e.g., FAR, DFARS) and ITIL practices for service delivery
• Proficiency in project management tools (e.g., MS Project, Jira) and financial software (e.g., Excel advanced modeling)
• Excellent leadership, negotiation, and communication skills for stakeholder liaison and team coordination
• Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness

Preferred Education, Experience, & Skills
Preferred Education, Experience, & Skills

• Project Management Professional (PMP) certification
• Experience supporting DoD or large federal district-level contracts, including CONUS/OCONUS coordination and procurement oversight
• ITIL 4 Foundation or higher certification, with emphasis on service value management
• Background in financial forecasting tools (e.g., Power BI for reporting) and risk management frameworks
• Master's degree in a relevant field or additional certifications (e.g., Certified Federal Contracts Manager - CFCM)

Pay Information
Full-Time Salary Range: $150370 - $255630
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do-from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.