Secret/TS - IT Service Manager/Program Analyst Consultant

Insight Global is seeking a dedicated and seasoned Program Analyst Consultant to join our team and play a pivotal role in providing on-site administrative and technical support, as well as developing and implementing IT service management (ITSM) policies, processes, and procedures. These efforts will directly contribute to the improvement and efficiency of critical Department of Defense (DoD) infrastructure and IT support services, ensuring their optimal functionality and sustainability.
This is an onsite position located in Alexandria, VA.
Job Responsibilities:
Project Coordination and Liaison:
Coordinate the operational and technical aspects of ongoing projects and serve as liaison between project management and project team.
Communicate with stakeholders on service requests, troubleshooting, and general questions.
Reviews status of projects; manages schedules and prepares status reports.
Develops mechanisms for monitoring project progress and for intervention and problem-solving with project manager and project team.
Service Level Management:
Define, negotiate, and manage service level agreements (SLAs) and operating level agreements (OLAs) with both customers and service providers.
Monitor and report on service performance metrics, taking corrective actions when necessary to address shortcomings.
Negotiate and manage contracts with third-party vendors and suppliers.
Service Implementation and Improvement:
Coordinate with technical teams to implement solutions that prevent recurring incidents and minimize downtime.
Drive continuous improvement initiatives to enhance the effectiveness and efficiency of IT service delivery.
Identify opportunities for process optimization, automation, and innovation.
Relationship Management and Compliance:
Build and maintain strong relationships with internal and external customers, understanding their needs and expectations.
Ensure that IT services comply with relevant regulatory, security, and governance frameworks.
Documentation and Policy Management:
Maintain comprehensive documentation of service management processes, procedures, and policies.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Qualifications
Required Education:
Bachelors degree strongly preferred
8+ years of experience
Qualifications:
Strong understanding of ITSM frameworks, such as Information Technology Infrastructure Library (ITIL)
Proven experience in managing IT services and delivering against SLAs.
Knowledge of regulatory requirements and industry standards related to IT service delivery.
Familiarity with ITSM tools and technologies, such as service management software.
Exceptional analytical, decision-making, communication, and interpersonal skills.
Leadership and team management capabilities.
Clearance:
Candidates must have an active Secret or TS clearance.
65-110H
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.