ITSM Process Analyst

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.  

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

We have an exciting opportunity at the Department of State! ITSM Process Analyst is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer.

Responsibilities:

• You will coordinate and improve Incident and Service Request Management as part of broader ITSM efforts.
• You shall develop, coordinate, administer, update, and submit change requests to maintain workflows in the Ticket Management System (Service Now), and recommend system enhancements for hardware, software, processes, and procedures to improve ITSM operations.
• You will collaborate with stakeholders to update Ticket Management System configurations and enhance functionality.
• As an analyst, you will review, recommend, and revise a set of classifications for incident categorization, with government participation and approval.
• The analyst will also enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).
• You will support the change management process in accordance with customer policies and procedures.
• Additionally, you will participate in change management meetings, as required.
• You will collaborate with government stakeholders and technical teams to assess, review, and implement changes.
• You will also provide impact analysis, risk assessment, and post-implementation review for changes.

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 5+ years
• Bachelor's in IT or related field
• ITIL 4 Managing Professional (leads)
• Secret Security Clearance 

PREFERRED REQUIREMENTS:

• COMP TIA Sec + Certification 

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:   

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 25 % . 

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.  

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.