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Shall possess a strong knowledge of and experience in ServiceNow core architecture and applications to include Incident, Problem, Change, Portal, Asset, Configuration Management (CMDB), Knowledge Management, Mid-Server, Integrations, LDAP, Flow Designer, and SSO.Shall possess a strong understanding of IT Service Management (ITSM) and common service level agreements (SLA) measurements.
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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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Configure and customize ServiceNow modules, including Incident Management, Change Management, Service Catalog, and ITSM. Due to Government Contract, all viable candidates must be US Citizens due to the requirement of obtaining a DHS TSA Security clearance for this position.
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The successful applicant will exhibit flexibility in task execution, provide technical expertise on a variety of IT Service Management (ITSM) topics, to include service delivery oversight, Event Management, Incident Management, Problem Management, and Continuous Service Improvement (CSI.
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GDIT has an opening for an Incident and Problem Manager supporting the Army National Guard (ARNG) in Falls Church and Arlington, VA. This is an IT Service Management contract in support of the operation, modernization, expansion, and further evolution of the ARNG's global Information Technology (IT) services including networking, compute, storage, infrastructure, applications, hosting, and program management services.
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Develop and implement strategies for the maintenance and enhancement of the facility's operational capabilities, adhering to industry-accepted standards and best practices in Information Management Operations and IT Service Management (ITSM.
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Experience researching problems, analyzing trends, and distributing findings through ITSM; experience with Salesforce for incident management is preferred. SLA Management: Ensure the team consistently meets or exceeds defined SLAs, focusing on quality and timeliness of support.
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Strong leadership and team management skills, with extensive customer service, verbal and written communication skills required. Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted.
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GECOS uses ITIL best practices framework as the basis for IT Service Management (ITSM) model. Provide DMA support services involving forensic analyses on a variety of digital media devices and mediums to identify, reverse engineer, and de‐obfuscate content related to an incident, such as malicious content.
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Enterprise Operations, Information Technology (IT), IT Incident Management, ITSM, Problem Management. Providing Incident and Problem Management support to the RCC-ARNG and DCO-ARNG enterprise network and cyber operations supporting 54 states and territories to ensure flexible and responsive operation and defense of the network.
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The Engineer will also be responsible for installing, enabling, configuring, and customizing core applications such as the Configuration Management Database (CMDB), Change Management, Incident and Problem Management, Request Management, Discovery, Knowledge Management, and other modules on the NOW platform based on business requirements to facilitate the rollout of new functionality, interfaces, modules, and other items such as user interface (UI) and workflow configuration.
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2+ years prior experience within the last 4 years implementing and deploying applications within the core suite of ITSM applications (Incident, Problem, Change, Knowledge, CMDB), to include reports.
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At least two (2) years’ experience designing, developing, and implementing ITSM processes, services, and capabilities (e.g., Incident, Change, CMDB). One or more of the following project management certifications, including but not limited to: PMI-PBA, PMI-RMP, PMI-SP, PgMP, PfMP, PMI-ACP, DASM, DASSM, CSM, CSPO, PSM, CSP, SSM, or PSPO.
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