ITSM Process Lead

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Job Description

We are seeking an ITSM Process Lead to improve how our client delivers IT services by analyzing current processes, identifying inefficiencies, and recommending enhancements, such as automation and guidance updates. It includes documenting optimized workflows, supporting implementation with training, setting performance metrics, and creating tools like dashboards and process maps. Additionally, it will create and enhance system processes to streamline end-to-end requirement intake through project closeout.

Position Duties:

• Establish/improve processes for an enterprise project management tool, i.e., ServiceNow, by engaging with stakeholders, gathering requirements, and working with development teams to get the process implemented.
• Evaluate the effectiveness, efficiency, and consistency of the way that CIOO delivers IT services for the FDIC. Identify bottlenecks, redundancies, and opportunities for improvement.
• Identify opportunities to streamline processes by leveraging best practices and aligning efforts across the CIOO organization.
• Develop recommendations for process improvements, including potential for automation, technology integration, and policy changes.
• Create detailed documentation of the optimized processes, including standard operating procedures, (SOP's), and training materials.
• Facilitate the implementation of recommended improvements, providing training and support to CIOO resources.
• Establish metrics and a framework for monitoring the process performance.
• Support the development of key deliverables, including process flow diagrams, process maps, SOPs, Implementation plans, future-state analysis, current-state analysis, and Stakeholder Briefs.

Required Skillset:

• 10+ years of experience

Education:

• Master's degree in information technology or a related field of study.

Clearance Requirement:

• Must be a US Citizen
• Ability to obtain public trust clearance.

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Additional information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.