IT Incident & Service Management Analyst

CommIT Enterprises, Inc. is seeking an IT Incident & Service Management Analyst to provide critical administrative and analytical support related to computer networks and telecommunications Incident, Event, and Service Request Management (IM/EM/SRM). The candidate will ensure standard operating procedures and system workflows are strictly adhered to while supporting continuous improvement across the Marine Corps Enterprise network.  The environment is supported by BMC Remedy, Smart Reporting, BMC Analytics and Event Management tools.

In addition to daily operational support of the client, the candidate will act as a CommIT Administrative supervisor, providing direct support to CommIT Team members. 

Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense’s (DoD) GCSS-MC, CAC2S, TBMCS-MC, and the Department of Veteran’s Affairs’ (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Your essential job functions will include but may not be limited to-

• Act as the central point of contact for all Marine Corps Cyberspace Operations Group (MCCOG), Incident, Event, and Service Request Management (IM/EM/SRM) activities.

• Interface with MCEN Battle Captains and Queue Managers for the purpose of ensuring adherence to performance standards and resolution of Incidents/Service Requests and Events in accordance with required response times.

• Oversee daily operations to ensure technicians strictly follow established Standard Operating Procedures (SOPs) and system workflows.

• Evaluate complex incident data to identify operational trends, isolate root causes, and proactively identify potential problem sources.

• Create detailed management reports that establish and track Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and customer service metrics to accurately measure process effectiveness.

• Conduct technical and non-technical procedure reviews to recommend workflow enhancements and identify targeted training requirements based on operational gaps.

• Provide technical support to ensure all incident records are accurately documented and assist in the implementation of the MCEN Proactive Event Management capability.

SUPERVISORY DUTIES

• Serve as the primary administrative supervisor and corporate advocate for assigned CommIT team members in addition to daily operational IT duties.
• Act as the main conduit between team members and company headquarters, assisting with corporate policies, answering personnel questions, and reaching out to company support (HR, Payroll, Security) as needed to resolve issues.
• Review, validate, and approve team timesheets, ensuring accurate and timely submissions in strict accordance with DCAA guidelines and company timekeeping policies.
• Evaluate team members’ performance, conduct formal reviews, provide constructive feedback, and address any personnel issues professionally and proactively.
• Compile and submit required administrative, personnel, and ad-hoc reports to the Program Manager to support overarching contract and company requirements.

Required Experience and Education:

• 3 years of professional experience in IT Service Management (ITSM).
• Experience with documenting processes and procedures and maintaining standard operating procedures (SOPs)
• Experience with handling classified information responsibly.
• Experience handling a diverse group of individuals.
• Aptitude to address personnel difficulties or negative situations proactively and resolve them in a professional, positive manner.
• Experience managing, reviewing, and approving employee time.
• Experience conducting formal performance evaluations, establishing employee goals, and providing constructive, ongoing feedback to team members.
• Demonstrated ability to act as an administrative liaison between Team members, the PM, and corporate headquarters (HR, payroll, security) to resolve personnel inquiries.
• Experience gathering and consolidating inputs from multiple team members to draft and deliver clear administrative reports or contract deliverables to a Program Manager.
• Proficient with BMC Remedy
• Good working knowledge and skills with Microsoft (MS) Office products
• Foundational knowledge of Active Directory (AD) and Network Infrastructure to understand the context of service disruptions.
• Detailed Oriented and possess the ability to multitask.
• DoD 8570 IAM I (CAP, GSLC, Security + CE).
• ITILv3 or higher

Preferred Skills:

• BMC Helix
• Power BI
• Microsoft SharePoint Online
• SolarWinds

Work Environment:

• General office environment.  Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.  The working environment is generally favorable.  Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within an office environment, with standard office equipment available.

• Contractor site with 0-10% travel possible

• Possible off-hours work to support releases and outages

• 10 lbs. maximum lifting, occasional lift/carry of small articles

• Occasionally required to stand; frequently required to walk and sit

• Continually required to utilize hand and finger dexterity

• Occasionally required to climb, balance, bend, stoop, kneel or crawl

• Continually required to talk or hear

• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

Security Requirements:

• Active DoD – Secret

Equal Opportunity Employer:

CommIT Enterprises, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.