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Business Systems Analyst III NC52587190 - Washington, DC

Washington, DC, US
Job Description The Business Systems Analyst III/Incident and Problem Manager (IPM) is responsible for the effective implementation of the incident management process and ensures the resolution and remediation of any end-user facing outages. The IPM will be the point of contact for reporting on and communicating the status of outages and incidents and will interact directly with other service providers to analyze and correct issues and incidents. The IPM is responsible for the end-to-end management of all end-user facing problems and incidents and ensuring successful escalation and remediation of problems and incidents. This position will also be responsible for tracking SLA performance metrics.

**Serco Inc. is using this posting for the purpose responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**
Required Skills -Requires a Bachelor’s degree and 5+ years of experience or equivalent -The successful candidate will have 5+ years of experience working on programs of similar scope and complexity -Requires experience working in a mid- to large-scale environment with at least 1,500+ users -Must have experience working with staff across multiple locations including staff located in remote facilities -Strong communication skills required -Must be comfortable preparing and delivering briefings for senior executives -Demonstrated experience managing to KPIs/SLAs required -ITIL foundations certificate preferred
Employment Type Full time
Career Level Advanced Career
Job ID 52587190
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaIT Infrastructure
DepartmentSerco’s Federal Services business unit provides services in the areas of business processing, case management, intelligence, logistics, personnel readiness, acquisition and program management, modelling, and simulation and training to Defense and Federal Civilian agencies. We understand the often complex regulatory and security requirements of executing government programs and we stand up programs quickly, assembling and training highly qualified teams, and delivering to well-defined service level metrics.
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