IT Service Management Specialist
About The Position
Dexian Government Solutions is recruiting an IT Service Management Specialist to support its USPS-OIG contract in Arlington, Virginia. The role maintains the health, performance, and reliability of the ServiceNow platform and provides technical leadership in platform design, integration, and optimization. The specialist configures and customizes ServiceNow applications, manages access controls, resolves technical issues, monitors system performance, and coordinates new features, upgrades, and platform enhancements. The role also maintains documentation, evaluates tools and system changes, and keeps current with ServiceNow best practices, emerging features, and relevant federal IT standards. The position requires a Public Trust and customer approval, as well as successful completion of a pre-employment background screening. A bachelor's degree in computer science, information systems, or a related discipline is required. The role calls for at least five years of experience in IT support, system administration, or a related technical field, including at least three years of ServiceNow ITSM experience in a development or consulting role. Dexian Government Solutions provides IT services to civilian and defense agencies, including software development, systems integration, data management, project management, operations and maintenance, cybersecurity, training, and audiovisual solutions.
Requirements
- 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.
- Demonstrated 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.
- Excellent interpersonal skills and effective communication 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.
- Bachelor's degree in computer science, information systems, or a related discipline.
- Public Trust is required to start; customer approval and successful completion of a pre-employment background screening are also required.
Nice To Haves
- Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
- Prior experience supporting government agencies or contracts.
- Strong organizational and analytical skills, including the ability to manage multiple tasks and priorities in a dynamic environment.
- ServiceNow Certified System Administrator certification.
- ServiceNow Certified Application Developer certification.
- ITIL Foundation certification.
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 control in accordance 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 according to 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.
- Implement and maintain automated processes and workflows.
- Provide user training and technical documentation.
- Perform problem-solving and root cause analysis.
Benefits
- Open Paid Time Off
- 11 federal paid holidays
- 5 paid sick days
- Company-paid life and accidental death and dismemberment insurance
- Company-paid short-term and long-term disability
- Health insurance with company contribution
- 401(k) plan with company match
- Employee Recognition Program
- Opportunity for an employee referral bonus
- Opportunity for an annual performance bonus
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
