ITIL Support Team Member

Location: Fort Huachuca, AZ
Date Posted: 07-10-2018
Job Title:                    ITIL Support Team Member
Job Location:             Fort Huachuca, AZ
Salary:                        Competitive, Depends on Qualifications
Clearance:                  Current DoD Secret
Travel:                        Up to 25% CONUS

 
Purpose:
The purpose of this task is to provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to support the RCC-C
 
Responsibilities:
The ITIL Support Team Member:
  • Install provided Baseline Configuration Data (BCD) into ITSM systems to support the on-boarding of additional NEC's onto the ITSM systems.
  •  Process and track waiver requests to provide network connectivity for blocked ports, protocols, and services.
  • Capacity Management. Conduct Capacity Management activities within the scope of the Capacity Management Policy, Plan, and SOP.
  • There are approximately 4000 end items within the eight services that are to be managed for capacity.
  • Service Continuity Management.
  • Conduct Service Continuity Management activities within the scope of the Continuity Management Policy, Plan, and SOP.
  • Availability Management conduct Availability Management activities within the scope of the Availability Management Policy, Plan, and SOP.
  • There are approximately 4,000 end items within the seven services that are to be managed for availability.
  • Service Asset and Configuration Management (SACM).
  •  Conduct SACM activities within the scope of the SACM Management Policy, Plan, and SOP.
  • The objective of SACM is to define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned, and current state of service assets and configuration items.
  • The SACM process covers service assets across the whole service lifecycle, provides a complete inventory of assets, and in conjunction with Change Management is responsible for their control.
  • This includes full lifecycle management of IT and service assets, from the point of planning, acquisition, deployment, maintenance, through to retirement or disposal.
  • There are approximately 3500 assets which require service asset and configuration management.
  • Change Management.
  •  Conduct Change Management activities within the scope of the Change Management Policy, Plan, and SOP.
  • Approximately 2600 changes are made annually.
  •  Release and Deployment Management.
  •  Conduct Release and Deployment Management activities within the scope of the USARCC-C Release and Deployment Management Policy, Plan, and SOP.
  • There are approximately 30 releases done annually.
  •  Knowledge Management.
  • Conduct Knowledge Management activities within the scope of the USARCC-C Knowledge Management Policy, Plan, and SOP.
  •  Incident Management (IM).
  • Conduct Incident Management activities within the scope of the IM Policy, Plan, and SOP.
  •  There are approximately 12,500 incident tickets created annually.
  •  Request Fulfillment.
  • Conduct Request Fulfillment activities within the scope of the Request Fulfillment Policy, Plan, and SOP.
  • There are approximately 150,120 service requests created annually.
  • Problem Management.
  • Conduct Problem Management activities within the scope of the Problem Management Policy, Plan, and SOP.
  •  Event Management.
  • Conduct Event Management activities within the scope of the Event Management Policy, Plan, and SOP.
  • There are approximately 20,500 events created annually.



Required Certifications
  • IT III/ IAT I
  • ITIL Foundations
  • Security + CE or higher
 
Education:
 
  • Associate’s degree in Computer Science or related discipline.
 
 
Required Skills/Qualifications:
 
  • HS +6 years of Information Technology (IT) experience or AA/AS +6 or BA/BS +4.
 
 
*****THIS POSITION IS CONTINGENT UPON AWARDING OF A GOVERNMENT CONTRACT*****
                                                   
About the company:
 
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
 
Guiding Principles
•         Satisfy the customer - "Exceed expectations"
•         Set the Example - "Be out front"
•         Be Responsive - "Timing is everything"
•         Persevere - "Find a way"
 
Benefits
PTP offers a comprehensive benefits program:
•         Medical insurance
•         Dental insurance
•         Vision insurance
•         Supplemental benefits (Short Term Disability, Cancer & Accident).
•         Employer-sponsored Basic Life & AD&D Insurance
•         Employer-sponsored Long Term Disability
•         401(k)
 
Holidays and Annual Leave
•         10 Paid Holidays
•         120 hours PTO accrual


 
 
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