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ITIL Expert certified SME

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Date: Jan 27, 2023

Location: bethesda, MD, US

Company: NTT DATA Services

NTT DATA is seeking a ITIL SME in support of a Leading Government Integrator. The qualified individual will be part of a collaborative and agile team that supports and builds modern, standards-based responsive web applications & systems for mission-critical health IT solutions. The right candidate will serve as the primary POC for the ITSM Process Implementation & Governance. Alongside your technical vision, you’ll provide expert input on solution design, resource estimating, and pricing. You’ll help us envision & implement federal healthcare IT solutions that meet or exceed customer needs.




Provide IT engineering management services to support adoption of emerging digital technologies and platforms, and the implementation of security accredited digital solutions. The team operates the Digital Services Center (DSC) for the customer and leads IT service management (ITSM) process implementation and governance. In this role your support will help meet the following objectives:


  • Enable digital transformation through proactive analysis and application of digital technologies.
  • Drive innovation and optimization in business process re-engineering, data analytics and organizational change management.
  • Maximize process efficiency and staff productivity through process automation and reduction of manual labor. Enable business owners to focus on business problems not manual work.
  • Minimize the operations and maintenance (O&M) cost by utilizing central platforms and architectures reducing the workload.
  • Accelerate the pace of digital portfolio modernization with well-defined engineering and ITSM processes to streamline customer engagement and innovation ingestion.
  • Support and maintain the DCP, improving stakeholder engagement and increasing knowledge sharing and collaboration.
  • Support IT Strategy by providing technical consultation, conducting on-demand Analyses of Alternatives, and building Minimal Viable Products (MVPs) to support business needs.
  • Establish IT best practices, reusable components, and accelerators to increase velocity and quality of the implementation activities.
  • Prepare and conduct DSC portfolio rationalization activities to constantly improve technology vision, capabilities, and priorities and gain expertise on industry standard software and systems.



  • Bachelor’s Degree in relevant field of study, and 9+ years of hands-on Systems Engineer/Architecture experience in Enterprise level environments.
  • Must have ITIL v3 or v4 Foundation certification
  • Must have ITIL v3 Expert or ITIL v4 Master certification
  • Must have prior experience supporting Federal Health and/or Federal projects & programs
  • Experience with ITSM process implementation & governance by way of:
    • Incident Management
    • Service portfolio and catalog management
    • Change management
    • Software & hardware asset management
    • Knowledge management
    • Configuration & CMBD management
    • Problem management
    • Continuous service improvement
  • Ability to cultivate productive working relationships with internal managers and peers as well as partners, consultants, and Gov Clients.
  • Must have experience facilitating collaboration towards innovative technical solutions. 
  • Maintain completeness, timeliness, and accuracy of all deliverables.
  • Solid interpersonal, verbal, and written communication, and organizational skills


Preferred Qualifications:

  • Prior experience with CMS, NIH, HHS, CDC, FDA, DHA, or Enterprise Healthcare orgs
  • Experience with Agile SAFe
  • Ability to travel (0-20% of the time) to meet with customers and to attend events relevant to the business including training, conferences, and trade shows (post Covid-19 restrictions)



Candidates for this position will be required to adhere to NTT DATA’s and its clients’ COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.


In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. The starting pay range for a candidate selected for this position who works in Colorado is $93,000 - $130, 200. The successful candidate's actual pay will be based on a number of factors, including work location, relevant experience (internal or external), technical skills, and other qualifications. The candidate may also be eligible for incentive compensation based on personal and/or company performance. This position is eligible for company benefits including but not limited to medical, dental, and vision coverage with an employer contribution, flexible spending or health savings account, life  and AD&D, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and many other additional voluntary benefits.





Nearest Major Market: Washington DC

Job Segment: Change Management, Management