• Information Technology Service Management Subject Matter Expert (ITSM SME)

    Job ID
    # of Openings
  • Overview:

    Job Title:  Information Technology Service Management Subject Matter Expert (ITSM SME)

    Location:  Joint Base Andrews, MD

    Security ClearanceAn active, in-scope Top Secret with the ability to obtain SCI Eligibility

    Due to the nature of the work and contract requirements, US Citizenship is required.

    Job Responsibilities:

    Trace Systems is seeking an innovative and highly-driven Information Technology Service Management Subject Matter Expert (ITSM SME) to join our growing team in Joint Base Andrews, MD. The candidate will serve as a key individual on our dynamic, multi-disciplined team, which assists Combatant Commands and Military Organizations in effectively and efficiently operating across the strategic, operational, and tactical spectrum through development and delivery of innovative technical solutions. The candidate will utilize their expertise to lead the development, implementation, sustainment, and continuous improvement of IT Service Management processes, as well as establish, measure, and report on Key Performance Indicators (KPIs) related to services, operations, and delivery.


    Daily Responsibilities to Include:

    • Provide expert knowledge of ITIL-based service delivery, operational support, and process improvement for all processes in the DOD environment
    • Assist with organizational transformation efforts as related to ITIL implementation across service lifecycles
    • Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability
    • Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period
    • Lead improvements to IT Service Transition and Service Operations practices (e.g., Change Management, Problem Management, and Deployment Management) to ensure their effective delivery meets IT management and business needs
    • Own and lead process development, document and publicize the process, and improve the roadmap of ITSM objectives
    • Provide guidance and implement processes and artifacts for Service Strategy, Service Design, and Continual Service Improvement processes, among others
    • Analyze the existing Implementation Plan and identify areas for improvement based on Deming Model (Plan, Do, Check, Act)
    • Work with stakeholders to communicate ITSM vision and benefits
    • Develop strategies to eliminate gaps in service while improving efficiency and effectiveness
    • Identify and remove risks associated with proposed processes
    • Lead development and documentation of Service Portfolio and Service Catalog
    • Develop Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) with stakeholders for each service

    • Work within the management structure to provide thought leadership on ITIL process development, the current position, roadmap and strategic direction

    • Apply strong analytical and technical skills to document findings in accordance with approved quality procedures and standards
    • Work independently, interact with clients, and deliver presentations, reports, documentation, and other artifacts as required

    • Assign duties and manage the Quality Assurance, Change Management, and Knowledge Management Processes

    Minimum Qualifications:

    • The successful candidate will have strong analytical and communication skills and be able to work effectively within all areas of the organization under minimal supervision. The candidate must also have notable experience with ISO 20000 and ITIL framework and best practices and be able to incorporate these into their daily responsibilities. The position will also include developing, maintaining, and updating ITIL infrastructure documentation, overseeing ITIL training, and facilitating knowledge transfer among Contractor and Government personnel.
    • Experienced with ITSM applications.
    • Experience with ISO 20000 Framework and Processes
    • Experience with Project Management
    • Experience with Quality Assurance and Risk Management
    • Fundamental understanding of key subject matter areas.
    • Experience with Contract and Government relationship management.
    • Ability to quickly learn new technical concepts and technology.
    • Strong organizational, administrative, multi-tasking, prioritization, and problem-solving skills.
    • Energetic, forward-thinking and resourceful individual with high ethical standards and an appropriate professional image.
    • Able to operate in a fast-paced, highly dynamic, matrixed environment with multiple competing priorities.
    • Ability to read, analyze, and interpret complex documents and implementation plans.
    • Cross-functional team collaboration skills in a rapid changing, high intensity, mission-oriented work environment
    • Knowledge of lean process development and business process re-engineering
    • An active, in-scope Top Secret with the ability to obtain SCI Eligibility

    • Due to the nature of the work and contract requirements, US Citizenship is required.

    Required Certifications:

    • ITIL Intermediate Certification

    Desired Qualifications:

    • ITIL Expert
    • Experience with Agile development methodologies
    • Current DoD 8570 IAT-II certification (CCNA-Security, Security+, etc.)


    • Bachelor’s degree in Information Systems, Business, Engineering, Computer Science or another relevant field with 5+ years of experience

    Trace Systems

    Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.


    To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com.      #jointracesystems


    Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.