Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as ITIL Support Senior - SME for the US Army Regional Cyber Center - Continental United States (RCC-CONUS) program responsible for performing non-personal Information Technology (IT) Services and support requirements. RCC-CONUS is responsible to operate, manage, and defend the Army's NIPRNet and Secure Internet Protocol Router Network (SIPRNet) CONUS portion of the GIG, and the NIPRNet and SIPRNet DoDIN-A. The RCC-CONUS functions as part of a larger joint environment, responding to the Theater Combatant Commanders, the ARCYBER, and the Army Cyber Command's Army Cyberspace Operations and Integration Center (ACOIC), which operates the GIG in support of Department of Defense (DoD) operations around the world. Services include Network and System Modernization, Cyber Defensive Operations, Defensive Cyber Assessments, Defensive Cyber Infrastructure Support, Threat & Data Analytics, DoDIN Operation Support, Network Management, Systems Management, IT Lifecycle Management, IT Service Management (ITSM), Portfolio/IT Investment Management, and Theater Operations and Service Desk support.

The candidate will set policies and practices for implementing, delivering, and managing IT services for end users in a way that meet the stated needs of end user and the stated goals of the business. Executes tasks and projects relevant to subject matter. Reduces issues to practical recommended options. Explains recommendation to decision-makers in terms that permit decisions. Performs studies and analyses on subjects within the technical scope of work. Develops requirements from a project's inception to its conclusion for a particular IT subject matter area (i.e., simple to complex systems).

Key Tasks and Responsibilities

• Responsible for utilizing ITSM and its process-based approach to design, plan, deliver, operate, and manage IT services provided by the RCC-CONUS to its customers.


• Adhere to industry BBPs where possible to improve and /or expand the existing ITIL processes in its process-based approach to design, plan, deliver, operate, and maintain IT services provided by the RCC-CONUS to its customers.


• Incorporate CPI/CSI as key tenants underlying IT service management within the RCC-CONUS.


• Evaluate the effectiveness and efficiency of processes internal to the RCC-CONUS that are utilized to manage the quality of services delivered to our customers monthly. Efficiency and effectiveness should be calculated based upon the Key Performance Indicators (KPIs) and metrics established in Appendix C - ITIL Key Performance Indicators and Metrics Process Plan.


• Evaluate the quality of services delivered based upon established KPIs, metrics and industry standards and trending to learn from past successes and failures to continually improve the quality of services delivered to our customer.


• Offers innovative solutions that meets customers' needs while remaining cost effective.


• Ensures transitioning of applications in Development to Maintenance is done effectively with thorough analysis of impact of changes to operational processes and standards.


• Ensures effective and efficient day to day operation with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels engaging various It partners as required.

Education & Experience

• N/A

Certifications

• Required: Information Technology Infrastructure Library Manager's (ITIL v3/2011) Expert Certificate or higher


• Desired: ITIL 4 Managing Professional or Strategic Leader

Security Clearance

• Secret clearance (Required)


• US Citizen or permanent resident

Other (Travel, Work Environment, Administrative Notes, etc.)

• Travel to CONUS and OCONUS locations to meet mission requirements and undergo training maybe required. The support outside Fort Huachuca, AZ including OCONUS if required, will be designated as TDY.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at

DoD 8570.01.M: