Cloud Operations Delivery Analyst - Hybrid

As a Cloud Operations Delivery Analyst focusing on ITSM process delivery, you will be responsible for ensuring seamless IT service management within a cloud environment. Your role will involve optimizing processes, ensuring compliance with ITSM standards, and improving service delivery to enhance operational efficiency and customer satisfaction.

Key Responsibilities :

• Implement and manage ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management within a cloud environment.
• Monitor and analyze service delivery performance metrics to identify areas for improvement and ensure SLA compliance.
• Collaborate with cross-functional teams to design and implement solutions that enhance IT service delivery and operational efficiency.
• Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences.
• Develop and maintain documentation for ITSM processes, procedures, and best practices.
• Provide training and support to team members to ensure consistent and effective use of ITSM tools and processes.
• Participate in the continuous improvement of ITSM processes to align with industry standards and best practices.
• Ensure compliance with federal regulations and organizational policies related to IT service management.

Minimum Qualifications

• Bachelor's Degree in Business, or a related field or equivalent relevant experience.
• 5-10 years of experience working on projects / programs supporting Government Contracts.

Other Job Specific Skills

• Strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library).
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.