Configuration, Incident Management Specialist

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Act as the governance and control foundation for a federal client’s enterprise change, configuration, and release operations.

• Facilitate the Change Advisory Board (CAB) and Virtual CAB (VCAB), overseeing agendas and documenting decisions.

• Coordinate approvals for enterprise changes and minimize unauthorized and undocumented modifications.

• Maintain the Configuration Management Database (CMDB), establish and enforce standards for Configuration Item identification, and ensure records are auditable.

• Oversee the incident lifecycle from detection to resolution, including triage, prioritization, resolution, and problem management.

• Draft after-action and post-incident reports that identify root causes and corrective measures.

• Administer and enhance tools such as ServiceNow, SharePoint, Confluence, GitHub Enterprise, and iManage.

• Support governance of releases and patches, including ISVM and non-ISVM patches, QA gates, testing artifacts, and deployment scheduling.

• Ensure security compliance for the configuration management tool suite, covering SSPs, POA&Ms, auditing, and logging.

• Align changes with the DHS Systems Engineering Life Cycle (SELC).

• Create dashboards and weekly/monthly reports detailing change volume, incident trends, and performance metrics.

• Collaborate with engineering, operations, and DevSecOps teams to enhance reliability and sustain delivery velocity.

⛳️ Requirements

• Bachelor’s degree with a minimum of 3 years of relevant professional experience.

• Strong understanding of ITIL principles, including change, configuration, incident, problem, and release management.

• Practical experience with ServiceNow, particularly with the Change module and/or CMDB.

• Proficiency in using SharePoint and Confluence.

• Experience in facilitating CABs/change boards and managing approvals across various stakeholders.

• Familiarity with configuration management, CI standards, CMDB hygiene, and maintaining audit-ready records.

• Expertise in incident and problem management, encompassing root-cause analysis and technical documentation.

• Knowledge of federal security and compliance requirements, including FISMA, NIST, ISVM, and patch governance, or a willingness to learn.

• Capability to acquire and maintain a Public Trust security clearance.

• Acceptable results of a background investigation.

• Organized, composed, and detail-oriented demeanor during outages.

• ITIL 4 certification and ServiceNow administrator certification are preferred.

• Experience as an ISSO or in supporting ATO/security compliance is a plus.

• Previous federal or DHS experience, particularly with ICCB or SELC, is advantageous.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 15 days of paid leave.

• 7 days of sick leave.

• 2 days of bereavement leave.

• 11 paid Federal holidays.

• Up to 40 hours available for jury duty.

• 401K plan with a 4% employer contribution and no vesting period.

• Up to 4 weeks of paid paternity and maternity leave.

• Company-provided laptop.

• $5,000 annually for professional development.

• $600 per year for technical supplies and equipment.

• $2,000 referral bonus.

• Life and disability insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Legal Shield and ID Shield voluntary benefits.

• Flexible working hours.

• Remote work opportunities.

• Opportunity to collaborate in a motivated team focused on modernizing government services with innovative technology and solutions.