Enterprise Service and Configuration Management Analyst
Role Overview
The Enterprise Services Management team tracks KPI and SLA performance, reports status, and analyzes trends for incidents, changes, problems, and requests.
The team maintains application and device configuration data in a CMDB across on-premises and cloud environments.
The team supports priority incident bridges, root cause analysis documentation, and daily operational review meetings.
Key Skills for This Role
Full Job Posting
About Peraton
Peraton provides national security, mission integration, and enterprise IT services to government agencies and the U.S. armed forces.
About the role
The Enterprise Services Management team tracks KPI and SLA performance, reports status, and analyzes trends for incidents, changes, problems, and requests.
The team maintains application and device configuration data in a CMDB across on-premises and cloud environments.
The team supports priority incident bridges, root cause analysis documentation, and daily operational review meetings.
What you will do
- Identify, document, control, audit, and verify configuration items, their attributes, versions, baselines, relationships, and dependencies.
- Maintain configuration integrity and an accurate, current CMDB across the service lifecycle.
- Diagnose issues through resolution, perform gap analysis, and develop action plans.
- Analyze operational data and report trends, anomalies, and insights.
- Coordinate customer data-call responses and communicate with customer and contractor teams.
- Track incidents, requests, problems, and changes; monitor aging items and drive timely updates and closure.
- Collaborate with customer and application teams to resolve incidents and problems.
- Support priority incident bridges and develop root cause analysis documentation for customer review and approval.
- Host the Daily Operations Review Meeting and report on outages and significant service incidents or changes.
Required qualifications
- At least 5 years of experience with a bachelor's degree, or 9 years with a high school diploma or equivalent.
- At least 5 years of professional experience in a large-scale, diverse IT environment, including experience with IT service management tools such as ServiceNow.
- Professional experience with ITIL and incident, change, problem, and configuration management; process improvement; and change control board support.
- Strong verbal and written communication skills and the ability to explain and interpret complex technical information.
- Ability to gather data and responses from multiple teams.
- Proficiency cleaning and analyzing large Excel datasets, including vLOOKUP, MATCH, IF statements, PivotTables, and Macros.
- U.S. citizenship and ability to obtain and maintain the required agency clearance.
Preferred qualifications
- ITIL V3 or later certification is desired.
- Ability to use a structured enterprise service management methodology and host operational meetings with multiple teams and stakeholders.
Compensation
- Target salary range is $66,000 to $106,000 per year.
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