Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Business Analyst III for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.

Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.

Assists in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages. Assess the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. Typical areas addressed include Human Resources, Finance, Supply, and operations. Identify information technology inadequacies and/or deficiencies that affect the functional area’s ability to support/meet organizational goals. Generate functional area strategies for enhanced IT operations in a cross-functional area mode throughout the organization. Participate in account strategy sessions, strategic assessments, and design reviews to validate enterprise approach and associated work products, such as ERP implementations coordinating the resolution of highly complex problems and tasks. Commensurate experience and education.

Key Tasks and Responsibilities

• Participates in defining Services, processes and standards for Planning and Analysis activities
• Performs technical and Service Planning and Analysis based on CIT requirements (e.g., availability, capacity, performance, backup and IT Service Continuity of Operations and Disaster Recovery Services)
• Provides recommendations for new policies or guidelines, or recommendations for changes to practices that might improve user experience with applications, infrastructure, processes, and Services. Provides brief analysis and alternatives, business case criteria, risk assessment, resources, and draft schedule
• Planning and Analysis Roles and Responsibilities Contractor CIT
• Continually reviews and assesses contractor’s operational processes, practices against industry methodologies, and adequacy of customer supplied tools and facilities and provides findings to COR twice per contract year
• Recommends improvements to Data Backup tools and Retention policies for all End-Users
• Continuously monitors technical trends through independent research; document and report on products, processes, and services with potential use for CIT as they align with CIT's business and technology strategy
• Recommends new technologies that best meet CIT business needs and meet cost, performance, and quality objectives
• Assists and/or participates with NIH project teams for feasibility studies for the implementation of new technologies that best meet CIT business needs and meet cost, performance and quality objectives
• Assists and/or participates with NIH project teams for enterprise-level project management policies, procedures and requirements (e.g., project feasibility analysis, cost-benefit analysis, scheduling, costing, resource planning, communication planning, procurement, risk management and quality management)
• Performs project management function for Contractor-managed projects and provide project management deliverables in accordance with CIT project management policies and Project Management Institute (PMI) best practices
• Conduct semiannual technical reviews. One review shall be completed no later than 30 days prior to the anniversary date of the contract and the second at the midpoint of each contract year.
• Performs an annual portfolio analysis to identify and recommend applications rationalization, consolidation, sun-setting, etc. [conduct within 30 days after each contract renewal period (i.e., option period)
• or COR’s request]
• Maintains Technical Baseline
• Performs business planning for capacity and performance in advance of annual CIT financial planning
• Provides quarterly updates on capacity and performance against annual plans
• Recommend process improvements, including those for which CIT retains responsibility
• Facilitates annual technical interchanges and business planning sessions to establish standards, architecture, and project initiatives
• Participates in annual technical interchanges and business planning sessions to establish standards, architecture, and project initiatives
• Identifies possible product and software tool enhancement opportunities for improved performance, stability, and potential cost savings

Job Requirements: