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Knowledgeable about IT activities, with a higher level of understanding of IT service management concepts such as incident management, request management, and change management -However, there is no need to be an expert as long as you are open to asking questions and finding answers to better understand the activities of the Agency.
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Ability to analyze existing CIs, their relationships with other CIs, and effectively map them for the success of ITSM processes like Incident, Change, and Problem, Application Portfolio, and Security Vulnerability management.
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Manage key resources supporting Incident Response, Change Management, Problem Management, Operations and Maintenance (O&M), project sustainment and other ITSM and DevSecOps initiatives.
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Knowledge in ITSM such as incident, change and problem management. Ensure operations for all Smartfactory solutions such as the Manufacturing Execution Systems (MES, e.g. SAP DMC), Manufacturing Service Bus (MSB), IoT Edge Technology, Maschine Data Acquisition and Recipe Management System.
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Knowledge of ITSM/ITIL concepts and processes (Incident Management, Change Management, Problem Management, Release Management, etc.) Knowledge of Information Security Concepts, including Identity and Access Management.
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Collaborate with client agency for timely incident reporting and service request management using ITSM Service Now. Liaise with various ITS teams for efficient issue resolution and escalation procedures.
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About the Role: We have an exciting opportunity to support our IT Service Management team as an Incident Management Lead based in Shelton, CT. The Incident Management Lead will lead our major incident response efforts, driving rapid resolutions to minimize business impact and keep our systems operating.
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Applies knowledge of ITOM, ITSM, HRSD, CSM and/or Service Portal. The Software Engineer will develop, maintain, and enhance complex and diverse software systems (e.g., processing-intensive analytics, novel algorithm development, manipulation of extremely large data sets, real- time systems, and business management information systems) based upon documented requirements.
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Create and follow defined Information Technology processes for workflow, incident, patch, release and change management, where recognizing deviation from accepted practice is required; create knowledge management process and provide guidance to team.
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Develop, maintain, and enhance applications on the ServiceNow platform including, but not limited to, ITSM, CSM, SPM>PPM, APW (now SPW), CMDB, ITOM/ITAM, ATF, DevSecOps, HRSD, Service Portal, Change Management, Incident Management, Custom Development, etc.
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You will also assist in coordinating Major Incident Management and Problem Management RCA reviews. Primary areas of focus are in supporting IT Change management activities, Incident Management and Problem Management reporting.
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5 years of experience in ITSM, change management, and IT Operations; experience with ServiceNow ITOM and/or other AIOps platforms a plus). 5 years of Experience implementing observability solutions for component and application performance monitoring, real user monitoring, log management, incident management and triage, data analysis, and events management.
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Proficiency with ServiceNow ITSM and IRM components such as Service Catalog, Change/Incident/Problem Management, Asset Management, Knowledge, CMDB, ITBM, GRC / IRM, Common Service Data Model, etc.
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Manage and optimize the organization's use of Fresh service, a cloud-based IT service management (ITSM) platform, to centralize asset management, incident management, and change management workflows.
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Prefer experience executing ITIL / ITSM service process policies and procedures, including incident management, change/configuration management, asset management, vendor relationship management, and IT project management.
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