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Job description
Responsibilities:
The ITIL Consultant will support Barrow Wise's DHS project and perform the following duties:
Evaluate help desk and service desk operations
Review incident, problem, and change management processes
Assess SLA and OLA performance, knowledge management, and user satisfaction
Identify service management improvements that strengthen reliability and support
Evaluate IT operations and infrastructure, core technologies and platforms, application development and solution delivery, customer support/help desk, dashboard reporting, project and portfolio management, and compliance with best practices and federal standards
Conduct structured interviews with IT leadership, business stakeholders, and operational teams
Review policies, SOPs, architecture documents, inventories, SLAs, PPM artifacts, dashboards, performance reports, and prior audits
Perform lightweight technical reviews of monitoring tools, configurations, ITSM systems, and PPM tools as appropriate and approved
Analyze operational and project metrics, including incident volumes, resolution times, change success rates, project delivery performance, and dashboard usage
Assess maturity, identify strengths and gaps, and document root causes across people, process, tools, governance, and culture
Develop findings, recommendations, and a prioritized roadmap for improvement
Prepare executive briefings, working session materials, and final audit reports
Support optional implementation
Collaborate with client teams onsite or remotely as needed, including coordination with federal stakeholders
Attend meetings in person in the DC Area
An ideal candidate has the following:
U.S. Citizenship, MD/DC/VA resident preferred
Bachelor's degree in a related field
5+ years of experience supporting federal agencies or defense organizations within:Experience with ITIL, service management, or ITSM process review
Dashboard reporting, analytics, or data governance
Background in IT audit, IT operations assessment, or federal consulting
Familiarity with federal governance and compliance frameworks such as FITARA, OMB A-11/A-130, FISMA, TIC 3.0, FedRAMP, Section 508, and Zero Trust
Working knowledge of NIST, ITIL, PMI, and GAO best practices
Experience reviewing IT operations, infrastructure, application delivery, help desk services, reporting, or PPM functions
Strong analytical, writing, and presentation skills
Ability to synthesize findings into clear, actionable recommendations
Strong organizational skills and attention to detail
Ability to work collaboratively in a team-focused environment.
Our team is dedicated to providing innovative solutions to our clients in an ethical and diverse work environment. We offer competitive compensation packages, excellent benefits, and opportunities for growth and advancement. Barrow Wise is an equal-opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBT are welcome to apply.
Our employees stand behind Barrow Wise's core values of integrity, quality, innovation, and diversity. We are confident that Barrow Wise's core values, business model, and team focus create positive career paths for our employees. Barrow Wise will continue to lead the industry in delivering new solutions to clients and persevere until the client is overjoyed.
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Worksite address
rockville, MD, 20849, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.