Enterprise IT Service Management (ITSM) Strategist

Tyto Athene is searching for an Enterprise IT Service Management (ITSM) Strategist to join our Technology Strategy team. The role of this team is to provide thought leadership in their respective domains based on their deep technical expertise, to offer direction on technical domain advancements (i.e. where the puck is moving), to manage the lifecycle (idea conception through retirement) of solutions accelerators that strengthen our competitive positioning to help us drive growth, to represent Tyto's thought leadership and provide strategic leadership both in a delivery and growth context. In some instances, members of our technology strategy team support major opportunities as Key Personnel and may be required to provide initial technical delivery leadership.

Responsibilities:

• The successful candidate will leverage their significant experience in ITSM, hyperautomation, zero trust, networking and digital modernization to lead the establishment and implementation of our technical strategy throughout all phases of the procurement lifecycle for larger ITSM opportunities in Tyto's business development pipeline

• The candidate will establish and curate Tyto's Service Management capabilities and go to market solution accelerators, based on a compelling and differentiated perspectives on automation, transparency, human experience, and the use of modern AI and hyperautomation capabilities to provide compelling service outcomes at higher efficiencies from a labor perspective. Tyto's overall service management strategy to include network, data center, cloud, platform and applications operations.
• As a Product Manager for Tyto's Service Management and Digital Modernization solutions accelerators, the ITSM Strategist envisions, pitches, oversees the development of differentiating solution accelerators to enable differentiation and growth
• The candidate defines and evolves Tyto's offerings around Service Desks, including perspectives on self-service, omni-channel capabilities driving higher user satisfaction.
• Develop best practices and continuous improvement processes to assist in the planning, migrations and upgrades for major ITSM platforms (including ServiceNow)
• Participates as a key collaborator with ITSM partner firms

• Collaborates with Business Units, Business Development, Capture Leadership and CTO peers in defining, building and representing Tyto solutions

• Document the solution, developing Concept of Operations (CONOPs), and storyboard development for a solution to proposal transition.
• Effectively leverages Tyto past performances, unique perspectives and capabilities around ITSM, Service Desk, Network Modernization, Zero-Trust, cyber, ubiquitous connectivity/connected mission solutions to strengthen the quality and scorability of our proposal responses
• Review proposal artifacts and ensure the proposal reflects the approved solution.

Qualifications:

• 5 years+ experience in building solution accelerators for federal government customers
• Bachelor's Degree in Engineering, Computer Science, or related field; equivalent, relevant experience will be considered.
• 5+ years of cybersecurity experience with responsibilities involving complex client requirements assessment, solutions design, and implementation within the technology services industry.
• ITIL V3 or ITIL 4 certification
• Deep functional and technical knowledge of the ServiceNow configuration and implementation
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients
• Expert knowledge of ServiceNow performance, availability monitoring, and analysis as well as configuration management
• 3+ years as a lead solutions architect working cybersecurity proposal responses for a federal systems integrator, managed service provider or ISV/cloud provider, with an overall win rate greater than 30% by TCV
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively across functional groups to optimize product & service offerings.
• Understands the many aspects of United States Government/Department of Defense programs, including but not limited to program and project management, staffing, engineering, Operations and Maintenance (O&M), quality, logistics, technology, and regulations.
• Demonstrated ability to handle multiple projects simultaneously.
• Perform other duties as assigned by management.

Preferred:

• 3+ years of experience supporting proposal solution development in a government contracting environment for multi-teammate, solutions-based proposals.
• 5+ years of technical lead experience in implementing ServiceNow

• Experience with Agile/DevOps/Infrastructure as Code approaches
• Azure or AWS certification

• ServiceNow Implementation certification and ServiceNow Certified System Administrator (CSA) certification
• Experience in developing customized application using the ServiceNow App Engine module including implementation of the data model, user experience components, logic and automation, and security

• 3+ years experience with UIPath or other leading RPA providers

• Familiarity of NIST security guidelines, such as 800-53 and 800-63, and good understanding of security fundamentals, as well as authentication with OAuth, SAML etc.
• Associate level certification with Google, Azure or AWS cloud platforms
• Active SECRET security clearance preferred or be able to secure DoD Security clearance.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains-Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT-empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?

Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.