IT Service Management Specialist

Apogee Engineering, LLC • ,

23h • Remote

About The Position

Apogee is hiring an IT Service Management Specialist (ITSM) to support the Executive Airlift Communications Network (EACN) task order. EACN provides Command, Control, Communications (C3) services for multiple critical U.S. Government missions through Air to Global Information Grid (GIG) Gateways (A2G2s), supported by a Systems Integration Lab (SIL). This is a full-time remote position contingent upon contract award. The role supports ITSM configuration management and the implementation, integration, and sustainment of ServiceNow or another ITSM platform for EACN operations. The specialist also configures and customizes software for statistics, trend analysis, mission reporting, and decision-making; supports configuration change requests; provides ITSM training; and maintains configuration documentation and training materials. The position may require 10% travel.

Requirements

• Must be a U.S. citizen.
• Must have and be able to maintain a TS/SCI-level clearance.
• Bachelor's degree.
• 3–7 years of relevant IT experience.
• Strong working knowledge of ServiceNow or an equivalent ITSM platform, including configuration, customization, and administration.
• Familiarity with ITIL best practices and ITSM processes, including Incident Management, Change Management, and Knowledge Management.
• Experience gathering and analyzing data or statistics to support trend analysis reporting.
• Ability to translate system design changes and equipment upgrades into software or platform configuration updates.

Nice To Haves

• Master's degree.
• Prior experience supporting a DoD or Federal C3 program, an airlift communications network, or a similar mission-critical operational environment.
• Experience with ServiceNow ITSM modules beyond basic ticketing, such as CMDB, Asset Management, Service Catalog, or Performance Analytics/Trend Analysis dashboards.
• ServiceNow System Administrator (CSA) certification or additional ServiceNow micro-certifications, such as Discovery, ITOM, or Service Mapping.
• ITIL Foundation or higher certification.
• Experience supporting a Systems Integration Lab (SIL) or similar test/integration environment.

Responsibilities

• Provide oversight and expertise in ITSM configuration management support.
• Implement, integrate, and sustain or maintain ServiceNow or another ITSM platform in support of EACN operations.
• Configure and customize EACN software to gather statistics and provide trend analysis for mission reporting and decision-making.
• Support user-submitted configuration change requests within software limitations, ensuring timely and accurate implementation.
• Customize the ITSM platform to reflect system design changes and equipment upgrades across the EACN environment.
• Provide IT Service Management training, including ServiceNow training for the Trouble Ticket System, using Government-furnished physical devices, software, and commercial training aids.
• Support development and maintenance of workflows, dashboards, and processes aligned with ITIL/ITSM best practices.
• Collaborate with EACN Government Engineers, GSOC personnel, and other stakeholders to ensure ITSM processes meet Incident Management, Change Management, Knowledge Management, and IT Asset Management needs.
• Maintain accurate documentation of ITSM configuration changes, trend analysis reports, and training materials.

What This Job Offers

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