IT Specialist (IT Service Management)

This position is in the ITSM and IT Service Desk group, Office of the Chief Information Officer (OCIO), Office of the Managing Director (OMD), Federal Communications Commission (FCC), located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID. THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.

Designs, implements, and continuously improves the OCIO's IT service management processes based on ITIL v4 principles. Manages the ITSM platform in coordination with the ITSM ACIO, maintaining platform configuration, workflow automation, SLA rule sets, service catalog integration, and reporting capabilities. Ensures that the platform is configured to capture all required service performance data, enforce SLA commitments, and generate the ticket aging and resolution reports needed by the Business Relationship Management (BRM) team for daily bureau account monitoring and monthly health report preparation. Conducts periodic process audits, evaluates practice performance against defined KPIs, and develops continual improvement roadmaps to advance service management maturity across the enterprise. Develops and maintains the ITSM platform's reporting and analytics capabilities, producing standard and ad hoc reports for the ITSM Lead, BRM team, Portfolio and Investment Management subunit, and OCIO leadership. Manages the incident management process, serving as the senior incident coordinator for major incidents affecting multiple bureaus or mission-critical systems.

See "Qualifications".