Dunhill Professional Search & Government Solutions

Compensation

Full Description

• *U.S. Citizenship Required** As a Cloud Operations Delivery Analyst focusing on ITSM process delivery, you will be responsible for ensuring seamless IT service management within a cloud environment. Your role will involve optimizing processes, ensuring compliance with ITSM standards, and improving service delivery to enhance operational efficiency and customer satisfaction. Key Responsibilities: • Implement and manage ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management within a cloud environment. • Monitor and analyze service delivery performance metrics to identify areas for improvement and ensure SLA compliance. • Collaborate with cross-functional teams to design and implement solutions that enhance IT service delivery and operational efficiency. • Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences. • Develop and maintain documentation for ITSM processes, procedures, and best practices. • Provide training and support to team members to ensure consistent and effective use of ITSM tools and processes. • Participate in the continuous improvement of ITSM processes to align with industry standards and best practices. • Ensure compliance with federal regulations and organizational policies related to IT service management. Minimum Qualifications • Bachelor's Degree in Business, or a related field or equivalent relevant experience. • 5-10 years of experience working on projects/programs supporting Government Contracts. Other Job Specific Skills • Strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library). • Experience with cloud platforms such as AWS, Azure, or Google Cloud. • Proficiency in using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). • Excellent analytical and problem-solving skills. • Strong communication and interpersonal skills. • Ability to work collaboratively in a team-oriented environment.