ITIL Specialist

Beyond20 is looking for an ITIL Specialist. The position is within a Software Development and Support program, focusing on the deployment and utilization of ServiceNow's Enterprise Service Management (ESM) platform for a federal agency. This role is dedicated to modernizing IT Service Management (ITSM) by fostering the adoption of best practices, process optimization, and continual service improvement across the agency. With the agency's commitment to a DevSecOps methodology and the extensive use of ServiceNow modules such as ITSM, SPM (Strategic Portfolio Management), ITOM (IT Operations Management), Customer Service Management, and more, the ITIL Specialist will be instrumental in developing, delivering, and optimizing ITSM processes for our client.

The ITIL Specialist will play a crucial role in implementing and maintaining ITIL best practices to ensure efficient delivery of IT services, improve operational effectiveness, and enhance overall customer satisfaction. This role requires a deep understanding of ITIL principles, strong analytical skills, and the ability to collaborate effectively with cross functional teams. This position is contingent upon contract award.

Key Responsibilities:

• ITIL Process Implementation: Implement, maintain, and continuously improve ITIL processes such as Incident Management, Problem Management, Change Management, Release Management, Service Line Management, and Configuration Management.
• Process Documentation: Assist in the development of comprehensive documentation, including policies, procedures, work instructions, and process flowcharts. Ensure that all documentation is up to date and accessible to relevant stakeholders.
• Process Compliance: Monitor adherence to ITIL processes and standards across the organization. Conduct regular audits to identify areas for improvement and ensure compliance with regulatory requirements.
• Change Management: Work with and facilitate the change management process by reviewing change requests, assessing risks, and coordinating change implementation activities. Ensure that changes are properly authorized and communicated to all stakeholders.
• Service Level Management: Assist in defining service level agreements (SLAs) and key performance indicators (KPIs) for IT services. Monitor service performance against SLA targets and take corrective actions as needed to meet service quality objectives.
• Configuration Management: Maintain an accurate inventory of IT assets and configurations. Establish configuration baselines and control changes to configuration items to minimize disruptions and ensure system integrity.
• Continuous Improvement: Identify opportunities for process improvement and innovation based on industry best practices and emerging technologies. Lead or participate in initiatives to streamline processes, enhance efficiency, and optimize resource utilization.
• Knowledge Management: Capture, document, and share best practices, lessons learned, and troubleshooting tips with internal teams. Develop knowledge articles and training materials to facilitate knowledge transfer and skill development.

Required Qualifications:

• Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.
• Bachelor’s degree in computer science, information technology, or related field.
• 3-5 years of relevant experience in an IT Service Management or related field. 8 years of additional relevant experience may be substituted for education.
• Strong understanding of ITIL principles, processes, and frameworks.
• Proficiency in ITSM tools such as ServiceNow, Remedy, or JIRA.
• Excellent analytical and critical thinking skills.
• Effective communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.

Desired Skills:

• ITIL v3 and/or ITIL v4 Certification(s) preferred.
• ServiceNow Certification(s) is highly desired, indicating a deep understanding of the platform’s features, functionalities, and best practices.
• Proven history of driving process improvements and delivering results in a fast-paced environment.
• Ability to work independently with minimal supervision and manage multiple priorities effectively.