Information Technology Service Management Subject Matter Expert (ITSM SME)

$100,000 - $130,000 yearly
  • Joint Base Andrews AFB
  • Joint Base Andrews, MD, USA
  • Oct 23, 2019
Information Technology

Job Description


Job Title: Information Technology Service Management Subject Matter Expert (ITSM SME)

Location: Joint Base Andrews, MD

Security Clearance: An active, in-scope Top Secret with the ability to obtain SCI Eligibility

Due to the nature of the work and contract requirements, US Citizenship is required.


Trace Systems is seeking an innovative and highly-driven Information Technology Service Management Subject Matter Expert (ITSM SME) to join our growing team in Joint Base Andrews, MD. The candidate will serve as a key individual on our dynamic, multi-disciplined team, which assists Combatant Commands and Military Organizations in effectively and efficiently operating across the strategic, operational, and tactical spectrum through development and delivery of innovative technical solutions. The candidate will utilize their expertise to lead the development, implementation, sustainment, and continuous improvement of IT Service Management processes, as well as establish, measure, and report on Key Performance Indicators (KPIs) related to services, operations, and delivery.

Daily Responsibilities to Include:

  • Provide expert knowledge of ITIL-based service delivery, operational support, and process improvement for all processes in the DOD environment
  • Assist with organizational transformation efforts as related to ITIL implementation across service lifecycles
  • Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability
  • Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period
  • Lead improvements to IT Service Transition and Service Operations practices (e.g., Change Management, Problem Management, and Deployment Management) to ensure their effective delivery meets IT management and business needs
  • Own and lead process development, document and publicize the process, and improve the roadmap of ITSM objectives
  • Provide guidance and implement processes and artifacts for Service Strategy, Service Design, and Continual Service Improvement processes, among others
  • Analyze the existing Implementation Plan and identify areas for improvement based on Deming Model (Plan, Do, Check, Act)
  • Work with stakeholders to communicate ITSM vision and benefits
  • Develop strategies to eliminate gaps in service while improving efficiency and effectiveness
  • Identify and remove risks associated with proposed processes
  • Lead development and documentation of Service Portfolio and Service Catalog
  • Develop Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) with stakeholders for each service

  • Work within the management structure to provide thought leadership on ITIL process development, the current position, roadmap and strategic direction

  • Apply strong analytical and technical skills to document findings in accordance with approved quality procedures and standards
  • Work independently, interact with clients, and deliver presentations, reports, documentation, and other artifacts as required

  • Assign duties and manage the Quality Assurance, Change Management, and Knowledge Management Processes