IT Service Management Specialist

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

📋 Description

• Oversee and provide expertise in ITSM configuration management support.

• Implement, integrate, and sustain the ServiceNow platform or another ITSM solution for EACN operations.

• Configure and customize EACN software to collect statistics and deliver Trend Analysis for mission reporting and decision-making.

• Assist with user-submitted configuration change requests, ensuring timely and accurate implementation.

• Tailor the ITSM platform to reflect changes in system design and equipment upgrades throughout the EACN environment.

• Deliver IT Service Management training, including ServiceNow training for the Trouble Ticket System.

• Create and maintain workflows, dashboards, and processes that align with ITIL/ITSM best practices.

• Collaborate with Government Engineers, GSOC personnel, and other stakeholders to facilitate Incident Management, Change Management, Knowledge Management, and IT Asset Management requirements.

• Keep documentation updated on ITSM configuration changes, trend analysis reports, and training materials.

⛳️ Requirements

• Must be a US citizen.

• Must possess and maintain a TS/SCI level clearance.

• Bachelor’s Degree required.

• 3-7 years of relevant IT experience necessary.

• Strong working knowledge of ServiceNow or a comparable ITSM platform's configuration, customization, and administration.

• Familiarity with ITIL best practices and IT Service Management processes, including Incident Management, Change Management, and Knowledge Management.

• Proven experience in gathering and analyzing data/statistics for Trend Analysis reporting.

• Capability to translate changes in system design and equipment upgrades into software/platform configuration updates.

• Master’s Degree preferred.

• Previous experience supporting a DoD or Federal C3 program, airlift communications network, or a similar mission-critical operational environment preferred.

• Experience with ServiceNow ITSM modules beyond basic ticketing, such as CMDB, Asset Management, Service Catalog, or Performance Analytics/Trend Analysis dashboards preferred.

• ServiceNow System Administrator (CSA) certification or additional ServiceNow micro-certifications preferred.

• ITIL Foundation or higher certification preferred.

• Experience in supporting a Systems Integration Lab or a similar test/integration environment preferred.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• 10% travel may be required.