ITSM Business Process & Deployment Manager (Remote) - Military veterans preferred



  full-time   employee

District of Columbia
United States


SAIC has an opportunity for a ITSM Business Process & Deployment Manager!

Will be responsible for managing and supporting the design, administration, execution, and updates of the deployment strategy and roadmap in order to implement and/or mature IT services. The successful candidate must have deep technical knowledge and demonstrated working experience in [1] efficient and effective software asset and configuration management processes, [2] ensuring the integrity between business requirements and configuration items, and [3] how to improve overall service performance and optimize the costs and risks caused by poorly managed assets.  


The candidate will stay abreast of new features, functionality, and processes, playing a key role in driving continual service improvement. You will have the opportunity to solve complex problems, design efficient interfaces, and optimize processes through automation. This position offers the chance to improve the speed, efficiency, and reporting capability of IT services. The candidate will also play a key role in representing current and future capabilities of supporting ITSM tools, and contributing to long-term strategy as well as tactical activities leading to the continual improvement of the environment to meet objectives.


Job Responsibilities

  • Represents the program’s Service Management Office (SMO) as a senior consultant to the customer’s IT management executives and staff to provide expert technical advice and guidance based on industry best practices.
  • Manages the implementation effort of technical staff and the integration/deployment of the team responsible for maintaining the ITSM Configuration Management Database (CMDB) and execution and improvement of all associated processes. Influences system design by identifying and recommending design and requirements needs enhancements.  Responsible for defining the structure of the configuration management system, including CI types, naming conventions, required and optional attributes, and relationships.

  • Develops and updates the SACM/CMDB Management Plan that shall detail how the program will provide service asset and configuration management services in an ITIL-based framework.

  • Performs requirements analysis to identify business, customer and process needs ensuring proper and efficient execution and adherence to business and technical requirements.

  • Conducts heavy analysis of asset data to aggregate multiple data inputs and put assets into context to identify vulnerabilities and potential gaps.  Coordinates asset data interfaces and ensuring that configuration data is available when and where it is needed to support other service management processes.

  • Supports advanced analysis requests and develops insights using hands-on work with IT Asset Management and Visualization tools including Flexera/BDNA, ForeScout, and ServiceNow.

  • Resolves in a timely manner-problems that arise with existing production applications to ensure the efficient and proper functioning of application components. Collaborates with technical staff to learn and understand software problems/issues.

  • Analyzes and resolves computer related problems by coordinating with in-house personnel to diagnose and fix operational difficulty, as well as consulting, advising and training on specialized features and functions.

  • Follows established configuration/change control processes. Presents updates and changes to Technical Points of Contact and Change Review boards for approval. Ensures that change authorization is provided before any activity deployed in production.

  • Provide product adoption analyses in support of new or enhanced products as it relates to ITSM.

  • Supports the implementation of security, planning and reporting tools

  • Drives improvements to the processes by working with Government stakeholders, external organizations, and internal teams to improve the efficiency and effectiveness of the processes. 

  • Supports the program's Quality and Continual Service Improvement (CSI) organization to consistently improve the level of service delivery and customer satisfaction.

  • Works with other process owners to ensure an integrated approach to the design, implementation, and coordination of interfaces between configuration management and other service management processes. (Change, Problem, Release, Incident, and Knowledge).

  • Ensures appropriate authorization controls are in place for modifying configuration items and verifying compliance with software licensing;

  • Develops procedures for establishing configuration baselines as reference points for rebuilds and provide ability to revert to stable configuration states

  • Works with SMO dashboard and reporting team to define and configure insightful data visualizations, management reports, configuration item analysis reports, and asset inventory reports.

  • Other ad hoc responsibilities in support of End User Services. 


Required Education, Experience, & Skills

  • BA/BS in Information Technology, Computer Science, and/or related field with 2 years experience OR 6 years equivalent work experience

  • Comfortable and flexible working as part of a remote virtual team in a Federal environment.

  • Positive “can do” attitude and highly analytical; enjoys challenges and has advanced ability to analyze and model business functions, processes and information flow within or between systems

  • Excellent communicator and collaborator, capable of working independently with limited supervision based on established processes

  • Ability to lead / assist with formulation and definition of solution scope and objectives while working with a team of reporting developers / analysts on functional requirements and specifications.

  • Advanced ability to work with users at all levels to define system requirements, design and system topologies to meet operational needs and system performance objectives

  • Ability to conduct solutions evaluation, engineering, development, integration, testing, release, execution and supporting documentation

  • Knowledge of government operations. 

  • Capable of working on multiple projects, resolve conflicting requests, and adapt to changing requirements and priorities

  • Ability to create and maintain detailed schematics and other documentation for system and product solutions

  • Ability to apply research and analytical techniques to the design and development of new and existing systems and products

Required Certifications

  • ITIL V3 2011 Foundation Certification

  • ITIL V3 2011 Intermediate Service Transition or Release, Control and Validation Certification

Required Clearance

  • Ability to obtain & maintain an EPA Public Trust security clearance.

Desired Qualifications