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ITIL Support Specialist

Leidos | WASHINGTON DC 56901 USA | Full Time | Posted: 07/19/2019

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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and provide support for the transition and implementation of new or enhanced solutions and the retirement of legacy or outdated services.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


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Location WASHINGTON, DC, 56901, United States
Categories Information Technology

Location Maptop

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Job Code 4288777

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