ServiceNow Incident and Change Management Specialist

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

📋 Description

• Diagnose and resolve incidents related to DLA enterprise infrastructure, service tickets, application issues, user concerns, connectivity challenges, and infrastructure support requests.

• Investigate reported issues, identify likely causes, and suggest or implement corrective measures.

• Update assigned ServiceNow records daily until issues are resolved.

• Document troubleshooting processes, technical discoveries, customer interactions, dependencies, corrective actions, and final outcomes.

• Collaborate with application administrators, systems administrators, network teams, cybersecurity experts, cloud personnel, vendors, and Government stakeholders.

• Create and submit Enterprise Change Requests for system modifications, software updates, installations, maintenance, and decommissions.

• Formulate implementation strategies, testing procedures, validation criteria, outage requirements, rollback plans, and risk documentation.

• Participate in Change Control Working Group meetings and present requested changes.

• Address technical inquiries and revise change documentation to secure approval.

• Implement authorized changes during designated maintenance windows.

• Ensure that completed changes meet intended outcomes without causing unauthorized network, security, or mission disruptions.

• Monitor system performance following changes and document implementation results.

• Escalate incidents that require specialized support in applications, systems, SecureView, communications, cloud, vendor, or cybersecurity fields.

• Contribute incident and change data to monthly reports, trend analyses, and quality metrics.

• Provide procedures, resolved ticket examples, change documentation, and hands-on knowledge transfer during transition-out.

⛳️ Requirements

• A minimum of six years of progressive experience in information processing or information technology support.

• At least three years of experience supporting a variety of hardware, software, applications, operating systems, or infrastructure solutions.

• A minimum of two years of experience in installing, troubleshooting, diagnosing, maintaining, or training users on hardware and software.

• Practical experience with ServiceNow incidents, tickets, tasks, changes, work notes, assignment groups, service levels, and closure documentation.

• Experience in developing and executing formal change requests, implementation plans, test plans, risk assessments, maintenance windows, and rollback procedures.

• Active Department of Defense Secret clearance is required.

• Critical Sensitive / IT-I position necessitating a favorable Tier 5 investigation.

• Must maintain relevant DLA-approved Computing Environment and tool qualifications.

• Must meet applicable DoD 8140 workforce requirements prior to gaining system access.

• Must hold an approved IAT Level II or IAT Level III baseline certification along with applicable CE Administrator qualifications for privileged duties.

• Must be capable of obtaining and maintaining a United States Department of Defense security clearance.

• US citizenship or authorization to work in the US is encouraged/required for qualification.

• Visa sponsorship is not available.

• Availability for work outside of normal business hours may be required for maintenance and changes.

• Preferred skills include ITIL, ServiceNow, Windows, Linux, application support, networking, vendor coordination, root-cause analysis, and Government change-control processes.

🏝️ Benefits

• The company covers 100% of premiums for employee medical, dental, and vision insurance.

• Subsidized medical, dental, and vision premiums for spouses and dependents.

• Short and long-term disability plans available.

• 401(k) matching up to 10% of employee salary contributions.

• Comprehensive training and development program provided.

• 11 paid holidays each year.

• Paid time off (PTO) accrual begins at 15 days annually.

• Opportunities for continued learning and career advancement.