9 hours

Service Management Architect

San Antonio, TX 78205
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Business Group Highlights


The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.



The Service Management Architect will be responsible for working with the entire DHA Global Network Operations Center and DHA Global Service Center organizations to define areas where improvements are needed in either workflow processing or the use of technology to streamline the service delivery by practically applying processes, practices and concepts from the ITILv3 for a Continual Service Improvement focus. In this capacity the Service Management Architect will interface with multiple levels of the organization as well the client organization DADIO/J-6, to research problems and define areas for potential innovation. This will include but not be limited to facilitating process architecture discussions and innovation teams, defining detail requirements, documenting recommendations, developing business migration strategies, and supporting service design activities. The Service Management Architect will work under the direction of the DHAGSC Chief Technology Officer and the DHAGSC Program Management team.


  • Understand business requirements laid out by our DADIO/J-6 customer and be able to translate these into existing or new architectures or processes to be used by the GNOC or DHAGSC.
  • Provide strategic direction for ITIL Major Incident Management, Service Management and Event Management process architecture.
  • Ensure continuity and standards compliance across all processes in Service Management model.
  • Review service delivery metrics and design process changes and apply technology solutions to positively impact the specific metrics.
  • Work with various departments, both internal (GNOC or DHAGSC Staff) and external (DADIO/J-6, VA, Coast Guard, PMOs, MTFs, and Vendors) to identify and capture new requirements to include the addition of support newly fielded MHS applications such as MHS GENESIS.
  • Facilitate and participate in IT process and solution assessment and design activities.
  • Participate in fact-based IT data gathering, data analysis, prioritization, and development of improvement strategies and plans.
  • Understand leading industry reference models such as ITIL, ISO/IEC 20000, CMMI, CobiT, IEC/ISO 9000 etc. and able to support the application of these as needed to the GNOC/DHAGSC environment.
  • Develop analysis and design documents for proposed changes to the GNOC/DHAGSC environment
  • Develop and deliver presentations and training documentation to facilitate the deployment of process improvements.
  • Perform and coordinate impact analysis for the introduction of new service desk requirements.
  • Work with Quality Assurance team to facilitate improvements to baseline metrics and SLAs.
  • Coordinate with internal and external organizations to capture event data to ingest to the DHA Enterprise instance of Splunk.
  • Work special projects as required, serving as a liaison to business governance group(s).
  • Develop and update plans for new product / service releases.
  • As required, scope, schedule and facilitate workshops with senior management.
  • Mentor colleagues and perform knowledge transfer to grow GNOC/DHAGSC personnel



Strong customer service and communications skills, both oral and written

Strong teaming and collaboration skills with all decision levels of the organization

Deep ITIL subject matter expertise (preferably ITIL V3)

Highly developed documentation skills

Strong critical thinking skills that facilitate service delivery methodology innovation

Proven project management skills in setting priorities to meet project deadlines

Strong knowledge of Service Desk support environments

Strong knowledge of Event Management process and advanced monitoring solutions


  • 10+ years Service Desk and Enterprise Monitoring operational experience.
  • Demonstrated knowledge of Service Desk support methodology
  • Must be able to work in an expanded team environment
  • BS Degree in Computer Science, MIS, or related field/equivalent experience
  • Relevant technical certifications or relevant MHS Application experience
  • ITILv3/v4 Certification required
  • Security+ and SPLUNK preferred

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


  • Information Technology
Posted: 2020-05-30 Expires: 2020-06-29

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Service Management Architect

San Antonio, TX 78205

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