IT Service Management Specialist
About The Position
Dexian Government Solutions is recruiting for 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 configures and customizes applications, workflows, forms, business rules, and reporting capabilities to meet operational needs. It manages roles, permissions, and access controls in accordance with security policies and organizational standards, provides technical support and issue resolution, and monitors logs and performance to identify potential problems proactively. The specialist coordinates and implements features, upgrades, and platform enhancements according to release schedules; documents configurations, processes, and procedures; and stays current on ServiceNow best practices, emerging features, and relevant federal IT standards. The role also provides technical leadership in platform design, integration, and optimization, and evaluates tools and system changes for compatibility, performance, and long-term suitability. The position requires 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. A Public Trust is required to start. Customer approval, suitability to hold a Public Trust, and successful completion of a pre-employment background screening are also required.
Requirements
- At least five years of experience in IT support, system administration, or a related technical field.
- At least three 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, with working knowledge of SQL, HTML, and CSS.
- Ability to implement and maintain automated processes and workflows.
- Excellent interpersonal and communication skills 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 required to start; customer approval, suitability to hold a Public Trust, and successful completion of pre-employment background screening are 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, workflows, forms, business rules, and reporting capabilities to meet operational requirements.
- Manage user roles, permissions, and access controls in accordance with security policies and organizational standards.
- Provide technical support and resolve issues to minimize 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.
- Document 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.
- Evaluate new tools and system changes for compatibility, performance, and long-term suitability.
- Provide user training and technical documentation.
Benefits
- Open Paid Time Off
- 11 federal paid holidays and 5 paid sick days
- Company-paid life and AD&D 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 employee referral bonus
- Opportunity for 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
Mid Level
