IT Service Delivery Management Analyst - Secret

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

Employee Benefit Offerings

Medical, Dental, Vision, 401(k) with company matching, Short-Term and Long-Term Disability, Life and AD&D Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Referral bonuses and much more.

Annual Salary Range

$91,030.47 - $92,748.03

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities.

Job Site: Joint Base Andrews, MD (100% on-site)

Shift Hours: Day-Shift; core support hours are 0600 -1800.

Overview: KaylaTek is seeking and IT Service Delivery Specialist to support the Air Force National Capital Region program at Joint Base Andrews, MD. The candidate will aid the Government staff in developing, maintaining, and improving the AFNCR IT Service Catalog as well as provide continuous process improvement analysis in support of those services.

Roles and Responsibilities:

• Assists the team lead and the government staff in building and updating the AFNCR IT Service Catalog
• Assists with the development and sustainment of the AFNCR customer facing / electronic Service Catalog
• Engages AFNCR stakeholders to ensure catalog offerings are clear, correct, and executable.
• Engages AFNCR customers to ensure the customer facing Service Catalog is effective and user friendly.
• Ensures the underlying processes that route customer requests to a service technician are operating effectively and efficiently.
• Develops Remedy request templates in support of effective request fulfillment.
• Interfaces with the Remedy team to develop, modify, and update Service Catalog items.
• Develops and executes the Service Catalog training program, ensuring customers are familiar with catalog offerings and how to most efficiently make catalog requests, track status, and provide feedback

Required Qualifications and Experience:

• Qualified candidates must possess a SECRET security clearance at hire
• SME LEVEL understanding of BMC Remedy ITSM
• Remedy / BMC Workplace Catalog experience
• Effective communication and presentation skills (i.e., ability to present ideas effectively in formal and informal situations in group and individual settings).

Desired Certification: DOD 8570 IAT II certification (ie Security CE)

MUST BE A US CITIZEN

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

COVID-19 RESPONSE

All KaylaTek employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition point of contact.

COMMITMENT TO DIVERSITY

KaylaTek is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. KaylaTek participates in the DHS e-Verify program.