Service Level Manager

Job Overview

SAIC is seeking a Business Systems Analyst to support the U.S. Transportation Command (USTRANSCOM) at Scott Air Force Base (AFB), Illinois. This position is part of the USTC Managed Information Technology Services (MITS) contract, which provides strategic, technical, and program management support to facilitate the operations and modernization of USTRANSCOM’s infrastructure, systems, and applications. The role focuses on supporting Service Level Management by working with the IT Service Portfolio Manager to ensure effective service monitoring, SLAs, and documentation.

Key Responsibilities

• Service Level Management:
  • Identify services and their dependencies.
  • Define service level objectives (SLOs) and workload characteristics for services as outlined in Service Level Agreements (SLAs).
  • Monitor service performance against SLAs and communicate results to stakeholders.
  • Update SLAs to reflect any changes in service requirements.
  • Document Operating Level Agreements (OLAs) with work centers throughout TCJ6.
  • Assist the IT Service Portfolio Manager in maintaining templates and documentation for Service Level Management.
  • Schedule, facilitate, and document meetings related to Service Catalog Management.
• Requirements Management:
  • Elicit and document business requirements using use cases and user stories.
  • Perform business process modeling and analysis for software and hardware requirements.
  • Work collaboratively in a team-oriented environment to gather and analyze requirements.

Qualifications

Required:

• BA/BS degree.
• 5+ years of relevant experience in business systems analysis.
• DoD Secret clearance.
• ITIL 4 Foundations certification.
• Experience with formal system development methodologies, including Agile.
• Experience working in a collaborative team environment.
• Proficient in business process modeling.
• Strong background in requirements management and analysis (SW/HW).
• Experience working with BMC Remedy Ticketing System and Microsoft SharePoint.
• Ability to elicit and document software requirements using use cases and user stories.

Desired:

• MA/MS degree.
• 10+ years of experience in business systems analysis.
• DoD TS/SCI clearance.
• ITIL 4 Managing Professional certification.
• Experience with software and hardware discovery tools.
• Experience with ServiceNow.

Compensation

The target salary range for this position is $40,001 - $80,000, based on experience and other factors.

Covid Policy

SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when working at customer locations.

How to Apply

SAIC accepts applications on an ongoing basis. Apply now to join a dynamic team supporting USTRANSCOM's critical infrastructure and systems modernization efforts!