ITIL Process Analyst
Company: Computer World Services (CWS)Corporation
Posted on: January 11, 2022
Analyzes system requirements and defines system architecture
that will meet business needs, including server infrastructure,
capacity planning, storage requirements, and networking protocols.
Ensures that architecture project roll-outs meet security standards
and be effectively integrated with current applications. A
specialist on complex technical and business matters. Work is
Key Tasks and Responsibilities:
As part of a team, perform management reviews, prioritization,
scheduling, planning, testing, design, and execution prior to the
implementation of any changes in the production system following
the ITIL Life Cycle.
Ensure that change management reviews, prioritization, scheduling,
planning, testing, design, and execution are accomplished prior to
the implementation of any changes in the production system
following the ITIL Life Cycle.
Attend daily CAB meetings in order to facilitate, while acting as
the mission partner ITSM change coordinator, in the handling of new
Technical discussions focusing on impact, implementation plans,
test plans, back-out plans, system availability (outage
required/maintenance window change), and the necessity of requested
Provide insight into the background of requests and help adjudicate
these requests. Ensure all documentation and details are in the
Be the coordinator/liaison between the mission partner and DISA
concerning change requests. Coordinate with the mission partner in
order to fully understand the associated impacts and risks.
Track all changes and their progress through the ITIL lifecycle
from testing in the development environment through to
implementation in the DISA production environment, including
Lead twice-weekly Production Technical Change Board (TCB)
collaboration calls to coordinate scheduled modifications to the
production environment with the mission partner and DISA.
Be knowledgeable of change impacts to the applications, application
interfaces and order of change completion for risk avoidance
Coordinate with the DISA service desk to initiate Collaboration
Calls in order to assemble the appropriate resources (mission
partner, DISA, and contractor teams) to resolve the issue and
restore service as quickly as possible. Keep the calls open until
solutions are identified, implemented, and validated.
Provide problem management and Root Cause Analysis (RCA)
Support, organize, label, store, and deliver contract deliverables
as directed by the site lead and Manager.
Assist with the development, negotiation, and maintenance of Key
Performance Indicators (KPIs) and Service Level Metrics (SLMs) used
by DISA and mission partners to document contracted performance
agreements listed in the SLA. Assist with the identification of
required changes to the KPIs and SLMs based on architecture,
application, and/or service need changes received from DISA and
mission partners. Quarterly, assist DISA and the mission partners
with the identification of continuous improvement opportunities for
service delivery and areas being impacted by poor compliance with
agreed upon Operating Level Agreements (OLAs).
Serve as the liaison for the mission partner development/build
teams to migrate all new solutions into the DISA production
environment. Coordinate the production implementation from start to
finish. Complete the following tasks in regards to release
o Perform knowledge transfer to the DISA technical/administrator
support teams in conjunction with the implementation of new
releases into the production environment.
o Present all changes being driven from mission partner business
requirements and translate these into technical direction to DISA.
Balance the current production infrastructure with any new
requirements, and architect any changes to integrate with the
o Create detailed cutover project/work plans for all mission
partner environment changes. These plans detail the step-by-step
instructions for completing all production releases. This includes
project, hardware upgrades, functional releases, and operational
o Manage the execution of these plans, report status, track related
issues, and update the plans.
o Create release change request ensuring all the technical details
and timelines are reflected in the change request in preparation
Education & Experience
Bachelors (experience can substitute degree level)
5+ years' maintaining and supporting business applications
ITIL Foundations Preferred
NIPRNet Access - Secret IT-I
Requires Final (Interim is acceptable to start) DoD Security
Clearance level of Secret
Note, all positons are identified as DoD 8570 IT-1 (privileged
level systems access), which requires a favorably adjudicated Tier
5 investigation (formerly known as a Single Scope Background
Travel requirement is not expected.
Shift Schedule: Days: Monday-Friday Dayshift
Keywords: Computer World Services (CWS)Corporation, Ogden , ITIL Process Analyst, Professions , Ogden, Utah
Didn't find what you're looking for? Search again!