ITSM Analyst in Baltimore, MD at General Dynamics Information Technology

Date Posted: 7/5/2020

Job Snapshot

  • Employee Type:
  • Location:
    Baltimore, MD
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

GDIT is seeking a ITSM Release Analyst for our Healthcare General Ledger Accounting System (HIGLAS) program at the Centers for Medicare & Medicaid Services in Windsor Mill, MD.  The Release Analyst will work closely with the Development, Test and Operations to plan and implement the ITBM Release Management Module in ServiceNow.

The ideal candidate will be responsible for implementing the ITBM Release Management module for the HIGLAS project. Once implemented, the resource will work closely with all areas within the program to roll out the module.

Residency Requirements: The candidate must prove a 3 year residency in the United States for at least 3 years


  • Responsible for the implementation of the ITBM Release Management Module in ServiceNow.
  • Work closely with the ServiceNow development team to provide requirements.
  • Demonstrate a background in the ITIL Framework with a clear understanding of the Key Process areas (Incident, Problem, Change) and how they correlate to each other.
  • Strong understanding of all the ITIL areas.
  • Create Process documents and Standard Operation Procedures.
  • Create Training material to train other teams on the Release Management Process.
  • Strong Process oriented skills that drive process with multiple teams within the program.
  • Ability to interpret and clearly define client/customer requirements and identify the required analysis needed to covert data to stories for the implementation.
  • Ability to create automated reports in ServiceNow for dashboards to various levels of Management review.
  • Create dashboards and reports that show trends for different KPI’s.
  • Facilitate meetings with Management and Clients for the Release area.


  • Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


  • 8+ years of related information technology experience.
  • 4 Years in Operations and Maintenance Experience for an IT program.
  • 3 Years experience in Release and Change Management.
  • 1 Year experience in creating and maintaining process documents and SOP’s.
  • Experience working across various teams in the program, preferably as a part of an ITSM module/team (Change, Incident, Knowledge, Service Request, Service Desk, Problem).
  • ITIL Foundation Certification.
  • Must be able to work onsite in Windsor Mill, Maryland.


  • Federal consulting experience in Oracle Federal Financial Environment.
  • Experience with ServiceNow Discovery Processes and metrics/KPI's.
  • Knowledge of the PMI methodology.
  • ServiceNow certifications or learning courses.


  • Strong interpersonal and communications skills that demonstrate confidence with technology and business process.
  • Demonstrate excellent process knowledge and strength in defining and maintaining these.
  • Excellent interpersonal and communication skills needed to interact other teams within the program.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.