ITIL Support Specialist
Washington, DC

Job Description

Job Description:

In this mission we...

The Federal Trade Commission (FTC) Infrastructure Management & Support Services (IMSS) program supports the FTC Bureau of Consumer Protection in protecting consumers and enforcing consumer protection laws through a set of integrated Information Technology (IT) services. This Task Order will help ensure the effective operations and maintenance of the Information Communications Technology (ICT) infrastructure. Based in Washington D.C, the engineering professional will function independently through the Engineering organization to implements and supports ITIL and process improvement initiatives that are part of ITIL strategy. Candidate will also support investigations, propose and assist in implementing improvements in process efficiencies and Information Technology Infrastructure Library (ITIL) compliance.

Primary Responsibilities

* Implements and supports ITIL and process improvement initiatives that are part of ITIL strategy.
* Evaluates, defines, develops, and deploys new Service Support processes and/or enhancements to existing processes.
* Provides second line of support for implementation issues and questions.
* Reviews and analyzes existing processes for effectiveness and efficiency and develops improvement strategies.
* Analyzes documentation and technical specifications of processes under deployment or consideration to determine intended functionality.
* Develop, customize, edit, and/or maintain Standard Operating Procedures (SOP).
* Develop and deliver presentations and other related required documentation and artifacts in support of ITIL.
* Responsible for communicating with and coordinating incident activities.
* Assist and provide support for the transition and implementation of new or enhanced solutions and the retirement of legacy or outdated services.
* Review service targets against actual performance and deliver metrics
* Act as a liaison between IT management, Engineering and Operations.

Basic Qualifications

* Typically requires BS degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience. In lieu of a Bachelor's degree 12+ years of experience in a relevant field will be considered.
* At least 5 years experience with the implementation and support of processes and practices for managing IT infrastructure, development and operations using the concepts and techniques of Information Technology Infrastructure Library.
* 5 years of ITIL/ITSM industry experience with a comprehensive understanding of processes and in-depth knowledge of the various ITSM stages to include, but not limited to Incident Management, Problem Management, Change Management, Event Management, and Continuous Improvement.
* Knowledge of Lean/Continuous Service Improvement.
* Excellent verbal and written communication skills.
* Strong customer service focus and experience with end users.

Preferred Qualifications

* ITIL Service Management Foundation certification

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.