IT Process Analyst

Come Join Our Team! First Division Consulting (FirstDiv) provides program management, acquisition, logistics, field service representative, explosive ordnance disposal, and personnel support services to Department of Defense and Federal Government Agencies. We are a Small Business Administration certified Service-Disabled Veteran-Owned Small Business and a Small Disadvantaged Business. If you are looking for a company who has an overall rating on Glassdoor of 4.8 and who puts their people first, then continue to read below and join the FirstDiv team!

Location: Remote/Hybrid (Quantico, VA)

Job Description and Responsibilities

First Div is seeking an ITSM professional to help our client achieve effectiveness and efficiency in the delivery and support of IT services. The candidate will support the implementation and maturation of ITIL processes through documentation of processes, procedures, and work instructions. You will support process owners, process managers, service owners, and service managers with meeting support, documentation, collaboration, and continuous improvement initiatives. Support includes metrics analysis, workflow analysis, and suggested improvements based on findings, and alignment with ITIL and industry best practices.

Job Tasks

• Provide support and contribute subject matter expertise to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings in support of IT service management
• Actively contribute process improvement and oversight ideas to one or more working groups of ITSM practitioners in support of Government goals and requirements
• Document processes, procedures, service levels agreements, critical success factors, performance work instructions, and process workflows in a collaborative team environment
• Ensure timely, active communication between Government stakeholders and internal stakeholders
• Utilize Microsoft Office products including Teams, Word, PowerPoint, Excel, and Visio to create and deliver documentation, workflows and presentations
• Maintain documentation control using SharePoint
• Participate in weekly and/or daily meetings
• Must be local to the Quantico, VA area with ability to attend meetings as required at customer or First Div site, up to three days per week with day before notice.

• Bachelor of Science or Bachelor of Arts degree in a Business Management, IT, or other relevant discipline from an accredited college/university
• Minimum of 3 years of experience supporting service management
• Must possess or be able to immediately obtain ITIL4 Foundations Certification
• Must possess DoD Secret clearance
• Excellent writing and communication skills
• Above average skills with MS Office programs including Teams, Word, PowerPoint, Excel, and Visio
• Well organized, self-motivated individuals able to manage work to meet deadlines
• Ability to work independently with minimal oversight, as well as demonstrate exceptional written and oral communications skills

Preferred Skills

• IT or ITSM experience
• Experience using BMC Remedy tool
• United States Marine Corps experience is a plus

Medical, dental, vision, life insurance, STD, LTD, holidays, PTO and 401(k) plan with company match.