IT Service Management Specialist
About The Position
ECS is seeking an IT Service Management Specialist to support the U.S. Postal Service Office of the Inspector General (OIG) in Arlington, Virginia, in a hybrid capacity. The role focuses on maintaining the health, performance, and reliability of the ServiceNow platform and ensuring it meets operational requirements. The specialist configures and customizes ServiceNow applications and provides technical leadership for platform design, integration, and optimization. Candidates must be U.S. citizens and able to pass a USPIS Moderate Background Investigation (MBI) and obtain an elevated USPS Public Trust clearance.
Requirements
- Bachelor’s degree in computer science, information systems, or a related discipline.
- At least 5 years of experience in IT support, system administration, or a related technical field.
- At least 3 years of ServiceNow ITSM experience in a development or consulting role.
- Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
- Experience managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
- Hands-on ServiceNow development experience with custom workflows, scripts, portal design, and system integrations.
- Strong knowledge of ITIL frameworks and ITSM best practices.
- Proficiency in JavaScript and working knowledge of SQL, HTML, and CSS.
- Ability to implement and maintain automated processes and workflows.
- Strong organizational and analytical skills, with the ability to manage multiple tasks and priorities in a dynamic environment.
- Excellent interpersonal skills and the ability to communicate effectively with technical and non-technical personnel.
- Experience providing user training and technical documentation.
- Problem-solving and root cause analysis skills.
- Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
- U.S. citizenship and ability to pass a USPIS Moderate Background Investigation and obtain an elevated USPS Public Trust clearance.
Nice To Haves
- ServiceNow Certified System Administrator certification.
- ServiceNow Certified Application Developer certification.
- ITIL Foundation certification.
- Prior experience supporting government agencies or contracts.
Responsibilities
- Maintain the health, performance, and reliability of the ServiceNow platform.
- Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities, to meet operational requirements.
- Manage user roles, permissions, and access controls in alignment with security policies and organizational standards.
- Provide technical support and resolve issues while minimizing disruption to IT services.
- Monitor system logs and performance, proactively identifying and addressing potential issues.
- Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
- Maintain documentation of configurations, processes, and procedures for compliance and knowledge sharing.
- Stay current with ServiceNow best practices, emerging features, and relevant federal IT standards.
- Provide technical leadership in platform design, integration, and optimization efforts.
- Evaluate new tools and system changes for compatibility, performance, and long-term suitability.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
