Senior Operations Support Analyst

About Falconwood, Inc:  Falconwood, Inc. is a woman/veteran-owned business providing executive-level consultants and programmatic support to Department of Defense (DoD) Information Technology (IT) initiatives and programs. We specialize in acquisition strategy, implementation activities, cloud computing, systems engineering, and cybersecurity policy and engineering.

We have an immediate opening for an ITSM Analyst/Developer to support IT Service Management (ITSM) processes for Azure-based cloud environments, working closely with the Azure DSO Cloud Engineer team. This role focuses on designing, developing, and maintaining ITSM workflows, primarily using the Remedy ticketing solution, to enhance operational efficiency, incident management, and service delivery for DoD IT initiatives.

• Design, develop, and customize ITSM workflows, forms, and reports within the Remedy ticketing solution to support incident management, problem management, change management, and service request processes.
• Configure and maintain Remedy modules, including Incident, Problem, Change, Asset, and Service Request Management, to align with DoD IT service management standards.
• Integrate Remedy with Azure-based tools and services, such as Azure Monitor, Azure DevOps, and Azure Active Directory, to streamline data flow and improve service delivery.
• Automate repetitive ITSM tasks using Remedy’s built-in automation capabilities, PowerShell scripting, or Azure CLI to reduce manual effort and improve response times.
• Analyze and optimize ITSM processes to ensure alignment with ITIL best practices and DoD compliance requirements (e.g., NIST 800-53, DoD STIGs).
• Collaborate with the Azure DSO Cloud Engineer team to troubleshoot and resolve ticketed issues related to Azure infrastructure, applications, and DevSecOps pipelines.
• Develop and maintain documentation for ITSM processes, configurations, and customizations to support knowledge sharing and audit readiness.
• Create and manage dashboards and reports in Remedy to provide visibility into service performance, ticket resolution metrics, and SLA compliance.
• Support end-users by providing training, resolving Remedy-related issues, and ensuring effective use of ITSM tools.
• Work with security tools like Trellix, Invicti, and Anchore to ensure ITSM processes incorporate vulnerability and compliance data for proactive incident management.
• Participate in incident response, root cause analysis, and post-incident reviews to improve ITSM processes and prevent recurring issues.
• Contribute to Agile processes, including sprint planning, backlog grooming, and daily stand-ups, to align ITSM development with team and project goals.
• Engage with Falconwood’s Cloud Center of Excellence (CCoE) to share ITSM best practices and drive continuous improvement in service management.
• Assist in integrating SQL databases with Remedy for enhanced reporting and data management capabilities.
• Support Windows Server and Linux (Ubuntu) environments as they relate to Remedy server administration and ITSM tool integration.
• Leverage Visual Studio Code for scripting and development tasks related to ITSM automation and integration.

Required Qualifications:

• Minimum SECRET clearance and a security certification such as Security+ or ITIL Foundation.
• Minimum of 3 years of experience in IT Service Management, with at least 2 years focused on developing and administering Remedy or similar ITSM platforms in an enterprise environment.
• Hands-on experience configuring and customizing Remedy modules (Incident, Problem, Change, Asset, Service Request) to meet organizational needs.
• Proficiency in PowerShell scripting and familiarity with Azure CLI for automating ITSM tasks and integrations.
• Experience integrating ITSM platforms with cloud-based tools, such as Azure Monitor, Azure DevOps, or Azure Active Directory.
• Knowledge of ITIL v3 or v4 principles and their application in enterprise IT environments.
• Familiarity with DoD cybersecurity standards (e.g., NIST 800-53, DoD STIGs) and their integration into ITSM processes.
• Experience with SQL for database integration and custom reporting within ITSM platforms.
• Understanding of Windows Server administration and basic Linux (Ubuntu) administration for managing ITSM tool environments.
• Familiarity with security tools like Trellix, Invicti, or Anchore for incorporating vulnerability data into ITSM workflows.
• Experience supporting end-users, including ticket resolution, training, and troubleshooting ITSM-related issues.
• Proficiency in Visual Studio Code for scripting and development tasks.
• Strong analytical skills to optimize ITSM processes and improve service delivery.
• 2+ years of experience supporting production ITSM environments with a focus on uptime, user satisfaction, and process efficiency.
• Excellent written and verbal communication skills for documenting processes, training users, and collaborating with cross-functional teams.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Remedy certification (e.g., BMC Certified Professional) or ITIL v4 certification is highly desirable.
• Familiarity with DoD enterprise architectures is a plus.

100k - 120k