Copper River IT

ITIL Subject Matter Expert

Job Locations US-OH-Dayton
Posted Date 3 weeks ago(11/10/2021 5:25 PM)
# of Openings


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At TACG, your growth is our success. As an employee, you will have access to education and training benefits and work/life balance through our Open Leave Policy. Your health is most important, so you’ll be “covered” with medical, dental and vision insurance. We offer immediate vesting with 401k matching, don’t delay and apply today!


We are a seeking an Information Technology Infrastructure Library (ITIL) SME to guide, design and author IT services based on senior level guidance and overall strategic guidance. The ITIL SME will help ensure alignment of ITSM practices and multiple ITIL processes to support end to end service delivery with organizational goals and objectives.  The ITIL SME must have a broad range of ITSM experience and collaborate with global process stakeholders, including technical management, functional management, project management, and business process subject matter experts in order to establish and author service strategies and designs.  The ITIL SME must be adept in setting up new service management activities, including governance and domain analysis frameworks, and guiding organizational change management.  The ITIL SME will provide guidance for Service Transition of the services that they have designed and authored as well as monitor service operations to support continuous service improvement. This position will require adaptation of ITIL framework implementation within the standards provided by the DoD Enterprise Service Management Framework (DESMF) and strong project management skills. 


Candidates in the Gunter AFB (Montgomery, AL) and Wright Pattterson AFB (Dayton, OH) locations will be considered.


  • Act as Strategic Liaison to multiple organizational elements to ensure ITIL processes and systems support the organization
  • Coordinate sub processes of Service Transition to ensure the business value planned for Service Strategy and Service Design can be achieved
  • Collaborate with all stakeholders to communicate ITSM vision and benefits
  • Assume full responsibility for delivery of service capabilities consistent with service management division requirements and overall strategic guidance
  • Author and manage creation of standardized IT services’ strategy, design, and transition for global services across multiple disciplines under the DESMF and ITIL frameworks
  • Provide technical assistance in preparing new process guides for IT Services
  • Monitor service team timelines, milestones, and resource usage to ensure delivery of assigned service objectives
  • Determine impact of service changes on the business case and re-forecast value creation; monitor service transition risks and mitigation actions
  • Build strong relationships with both internal and external IT services teams (IT Service owners, stakeholders, project teams and offices) and senior management to ensure IT services are meeting the overall strategic goals
  • Collaborate with Service and Process owners specific to Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, and Request Fulfillment
  • Provide inputs to ensure the Service Level Manager can successfully negotiate Service Level Agreements (SLAs)
  • Ensure all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets
  • Author and implement Continuous Service Improvement plan for software development and service operations in order to improve effectiveness, efficiency and quality of service
  • Ensure the information in the Service Catalog is correct and acts as an escalation point for major Incidents and a focus for service improvement
  • Work closely with the IT Service Management leaders, to help build out the service performance review cycle for review with customer stakeholders
  • Continually measure the performance of the IT services and design improvements to IT services and IT processes in order to increase efficiency, effectiveness, and capability of the IT Services with collaboration with all stakeholders
  • Ensure service performance packs and reports are prepared for each Service Review meeting
  • Understand business issues and challenges, and forward plans, sharing information with the IT service Management leads
  • Facilitate Service Performance Reviews with business Stakeholders
  • Adapt ITIL standards to meet unique needs of DoD/Air Force policies and processes
  • Champion organization change and adoption of ITSM best practices through coaching and training


  • Education:
    • Four-year degree in Computer Science, Business, Management or related field
    • Master’s degree preferred
  • Required Knowledge/Experience:
    • Fifteen plus (15+) years of broad/diverse background and experience in policy and process improvement/re-engineering, requirements analysis, and/or organizational transformation
    • Five plus (5+) years of background and experience in ITIL ITSMO strategy, design, integration and management
    • Ability to design, author and implement services under the ITIL framework
    • ITIL certifications
    • Organization transformation skills/experience
    • Proficient in Microsoft Office Suite
    • Excellent oral, verbal and written communications skills
    • High degree of collaboration skills
  • Preferred Knowledge/Experience:
    • Working knowledge of Department of Defense Enterprise Service Management Framework (DESMF)
    • Prefer a minimum of 2 years of experience working with the US Air Force community (DoD may be acceptable)

Other Responsibilities

  • Perform other tasks consistent with the goals and objectives of the department/contract
  • Perform other duties as assigned
  • Must comply with all federal COVID-19 related vaccination and testing requirements, including, but not limited to, those set out in Executive Order 14042

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EEO/AA Employer Minorities/Females/Vets/Disability


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