General Dynamics Information Technology Configuration Manager in Falls Church, Virginia

Job Description

The ITIL Subject Matter Expert (SME) will work with the Defense Health Agency (DHA) team in support of a number of applications and environments supported under GDIT’s Defense Health Agency (DHA) contract. The ITIL Specialist SME will have 5 to 10 years’ experience, including at least 2 or more years of experience working in a DevOps environment.

In this role, you will apply your understanding of ITIL and IT Service Management (ITSM) in support of Platform as a Service (PaaS) in a DevOps model. You would be responsible providing recommendations to support the development of organization specific policies, procedures, and processes, and the implementation of a robust Continual Service Improvement (CSI) plan that relys on the principles of Plan-Do-Check-Act.

You will collaborate with Application Support managers and engineers and other stakeholders to establish, understand, and adhere to ITSM and ITIL best practices. You will be involved in all aspects of the ITSM life cycle to ensure that non-functional and functional requirements are adhered to andmake recommendations for improvements if there are aspects of the DevOps and PaaS platform that are not performing well or impacting other areas of the enterprise.

Responsibilities and Duties:

  • Provide recommendations to support the development of organization specific policies, procedures, and processes for support of Platform as a Service (PaaS) in a DevOps model.

  • Assisting in the analysis of strategies in order to mitigate risks of threats and vulnerabilities, from established processes and procedures and recommend appropriate improvement solutions.

  • Working with the Project Managers, Network and Security Engineers, Application and System Owners, Systems Administrators, and Database Administrators to develop plans for CSI and align and apply solutions that improve the service delivery to the customer.

  • Support the organization IT Portfolio and Service Catalog by assisting in the implementation and oversight of the IT capabilities and resources that can be delivered in support of Platform as a Service (PaaS) in a DevOps model.

  • ITIL process oversight responsibility for the following (not limited to just these processes):

  • Incident Management

  • Request Management

  • Problem Management

  • Change Management

  • Asset/CMDB Management

  • Technical Management

  • Service Desk Management

  • Service Catalog Management

  • Continual Service Improvement

  • Collaborate with the Applications Support ITIL SME, QA Manager, CM Lead and Process Engineer

  • Influence others in acceptance of the ITSM Policies and Processes; provide training and coaching; maintain positive relationships with the other IT and business areas

  • Establish metrics, benchmarks and promote a culture of Continual Service Improvement

  • Partner with stakeholders, internal subject matter experts and other influencers on improving a go-forward strategy on Service Management within a DevOps framework

  • Create synergy among teams and effective use of available resources and vendor management

  • Focuses on continuous improvement, working with cross-functional teams and provide direction and oversight for improvement tasks

  • Manage work assignments and monitor for compliance with department & organizational policies and procedures

  • Assist in the communication and manage existing service delivery problems, including customer complaints.

  • Participate in compliance and audit activities related to services

  • Develops and or initiates activities to design and enhance the Service Request Catalog in alignment with ITIL best practice.

  • Guide the development of new or changed Service Management processes

  • Designs and delivers reporting of Service Level Agreements (SLAs), Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) at regular intervals.

  • Assists customers in identifying and documenting current and future service requirements.

  • Ensure that all new or changed Service Management processes align with current policies and procedures.

  • Schedules and conducts regular service performance reviews and documents progress.

  • Generating process improvements that bring about measurable improvement in quality and/or efficiency.

  • Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business units.


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


10-15 years of related quality assurance experience.

Customer Preference:

  • A minimum of 5 years of experience in analyzing documentation and artifacts and provide detailed reports on quality and perform gap analyses to locate areas of improvement. Candidate shall assist the government with input, instructions, and guidance as needed for the creation of documentation and artifacts. You will review processes and procedures to ensure the requirements applicable to ITSM are being met. Must have the ability to communicate clearly and succinctly in written and oral presentations.

  • 5 years of demonstrated experience in Information Technology (IT) with at least six 3 years focused on interpreting and applying policies and procedures based on ITIL and ITSM best practices.

  • Experience working in a DevOps environment and applying ITSM process and procedures

  • Participation and/or knowledge of Knowledge of ISO/IEC 20000-1:2011 compliance audits

  • Must possess excellent written and oral communication skills

  • Must have good planning and leadership skills

  • Specialized Experience required includes the analysis, design and implementation of ITIL and ITSM best practices that support improvements and management of artifacts and documentation that support PaaS in a DevOps model.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.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.

Requisition ID2018-40790

of Openings1

Job FunctionInformation Technology

Security Clearance LevelNone

Full/Part TimeFull Time