IT SPECIALIST (PLCYPLN)

About the Position: This position serves as an enterprise IT Service Management (ITSM) and Quality Assurance Specialist responsible for leading the planning, implementation, and continual improvement of customer-focused IT services and Service Level Agreements (SLAs). The incumbent conducts service audits, performs data modeling via business intelligence tools, and drives operational improvements to align IT service delivery with enterprise mission requirements and federal standards.

Establishes, implements, and maintains comprehensive IT Service Management (ITSM) plans, processes, and policies aligned with standard frameworks such as ITIL.

Develops and oversees the execution of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and standard operating procedures to meet organizational mission requirements.

Conducts continuous quality assurance evaluations, compliance reviews, and operational audits across enterprise IT services and systems.

Utilizes Business Intelligence (BI) and data modeling tools to analyze service metrics, evaluate performance trends, and generate executive-level reports.

Directs customer relationship and service delivery activities to proactively identify emerging IT requirements and resolve complex service delivery issues.

Leads continuous service improvement initiatives to optimize IT infrastructure reliability, streamline operational workflows, and enhance overall service quality.

Collaborates with cross-functional technical teams, external vendors, and leadership to ensure adherence to enterprise governance standards and strategic IT objectives.