Configuration/Incident Management Specialist

Skyward IT Solutions, LLC • Maryland, MD

18h • $75,000 - $82,000 • Remote

About The Position

This position is contingent on contract award. We need a Configuration / Incident Management Specialist. Are you the person who actually enjoys a well-run Change Advisory Board? Do you believe a clean CMDB is a thing of beauty, that every incident deserves a real root-cause story, and that “who changed what, when, and why†should never be a mystery? If you live and breathe ITIL, know ServiceNow inside and out, and take quiet pride in bringing order to chaos, then please apply. Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team. Let's go Skyward together.

Requirements

• Bachelor’s degree and at least 3 years of relevant experience.
• Strong grounding in ITIL. Change, configuration, incident, problem, and release management are your native language.
• Hands-on ServiceNow experience (Change module and/or CMDB), plus comfort in SharePoint and Confluence.
• Experience facilitating CABs/change boards and coordinating approvals across stakeholders.
• A feel for configuration management: CI standards, CMDB hygiene, and keeping audit-ready records.
• Sharp incident and problem management instincts and genuinely good root-cause analysis and writing skills.
• Familiarity with federal security and compliance expectations (FISMA, NIST, ISVM/patch governance), or the drive to master them.
• An organized, unflappable, detail-loving brain and the positive energy to keep a room calm during an outage.

Nice To Haves

• ITIL 4 certification (and maybe a ServiceNow admin cert to go with it).
• Experience serving as an ISSO or supporting ATO/security compliance for a tool suite.
• Prior work in a federal or DHS environment, especially anything touching ICCB or SELC.

Responsibilities

• Be the governance-and-control backbone for a federal customer's enterprise change, configuration, and release operations, keeping changes controlled, incidents resolved, and everyone honest about how work actually gets done.
• Run the change management engine. Facilitate the Change Advisory Board (CAB) and Virtual CAB (VCAB), keep the agenda tight, and log decisions so nothing slips through.
• Coordinate enterprise change approvals and steadily drive down unauthorized and undocumented changes.
• Own configuration management: maintain the CMDB, define and enforce Configuration Item (CI) identification standards, and keep records clean, current, and auditable.
• Manage the incident lifecycle from detection to resolution. Triage, prioritize by severity, drive resolution, and lead the problem management that stops repeat offenders.
• Write the after-action and post-incident reports that get to real root cause (not just symptoms) and turn lessons into fixes.
• Administer and improve the toolset - ServiceNow (Change module and CMDB), SharePoint, Confluence, and configuration tools like GitHub Enterprise or iManage.
• Support release and patch governance. Coordinate ISVM and non-ISVM patches, QA gates, testing artifacts, and deployment scheduling that minimizes disruption.
• Support security compliance for the CM tool suite (think ISSO-style artifacts: SSPs, POA&Ms, audit and logging) and map changes against the DHS Systems Engineering Life Cycle (SELC).
• Build the dashboards and weekly/monthly reports that give leadership real visibility into change volume, incident trends, and performance.
• Partner with engineering, operations, and DevSecOps teams to keep velocity high and reliability higher.

Benefits

• Medical, dental, vision insurance
• 15 days of paid leave
• 7 days of sick leave
• 2 days bereavement leave
• 11 paid Federal holidays
• Up to 40 hours for jury duty
• 401K with 4% employer contribution (and no vesting period)
• Up to 4 weeks of paid paternity and maternity leave
• Company provided laptop
• $5,000 per year for professional development
• $600 per year for technical supplies and equipment
• $2,000 referral bonus
• Life and disability insurance
• HSA and FSA
• Legal Shield and ID Shield Voluntary Benefits
• Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level