AceInfo Solutions, Inc.

  • Sr. IT Service Management Analyst

    Job Location
    Regular Full-Time
    Public Trust Or ability to obtain a Public Trust
  • Overview

    Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

    For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

    AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.


    AceInfo is currently seeking several  Sr. IT Service Management Analyst to support our federal project, in Bowie, MD.  



    Position Description:


    The Sr. ITSM Analyst is responsible for improving the process maturity and adherence of Incident, Problem, and Change Management processes. This position plays an important role in the division's strategies regarding stability and operational excellence. Works with stakeholders to elicit, analyze, communicate and validate requirements for changes to business processes, policies and information systems. The Sr. ITSM Analyst understands business problems and opportunities in the context of the requirements, identifies and recommends solutions that enable the organization to achieve its goals


    • Leads Change and Configuration Management (CM) Processes
    • Performs  Maturity Assessments of IT Operations Service Management Processes
    • Directs the Enterprise IT Change and Release Management Implementation
    • Directs the seamless integration of Enterprise Incident Management Process Engineering with other key ITSM processes
    • Leads the Problem Management life cycle process
    • Familiarity with Enterprise Knowledge Management
    • Establishes the vision for continual improvement on these processes and implements the strategies to strive for an increasingly excellent user experience
    • Experience with Asset and Configuration Management Strategy, Architecture, and Engineering
    • Use the Configuration Management System to accurately account for all Computing Assets and configurations, verify configuration records against the infrastructure and correct any exceptions, thus providing a sound basis for Incident, Problem, Change, and Release Management process integration
    • Ensure compliance with the accurate and timely recording of all Computing asset parameters
    • Identifying, controlling, maintaining and verifying installed hardware, software, and documentation
    • Maintain documented process flows and procedures separate from any computerized tool to ensure continuity of the process no matter which tool is used


    Candidate must have the following knowledge, experience, and abilities:

    • 6-8 years of experience in Change, Configuration, Incident, Problem and Asset management of IT Systems
    • Strong leadership, coaching and mentoring experience
    • Experience in creating, managing and maintaining process diagrams and process definition documents
    • Experience in defining, measuring and trending KPI's and process metrics
    • Ability to analyze performance data to demonstrate the effectiveness of IT processes



    • Ability to work in dynamic environment with changing priorities
    • Excellent communication skills, interpersonal, oral, and written
    • Strong analytical, organizational, and problem-solving skills
    • Ability to work well within a team to learn and share knowledge
    • Effective at developing and maintaining strong customer and team relationships
    • ITIL Foundation Certified a plus
    • Familiarity with ISO 20000 a plus


    Place of Performance:

    • Bowie, MD, with some local travel to Suitland, MD.


    Additional Requirement:


    Applicant must be a U.S. Citizen Candidate must successfully pass a Federal Background Investigation  and be able to obtain at least OPM Public Trust Clearance and/or DoD Secret



    Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



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