ITSM Administrator

Govcio LLC•San Antonio, TX

6d•$95,000 - $100,000•Onsite

About The Position

GovCIO is currently hiring for a Service Now ITSM Administrator to provide extensive ITSM expertise in the operations of the technology on the AFSCI network. This position will be located in San Antonio, TX and will be an onsite only position. Responsibilities Establishes and maintains smooth operation of computer systems (to include operating systems, software and hardware) in networked or stand-alone configurations, maintains system integrity, and upgrades systems and/or servers as required. May create and document new methods supporting network/system operations and implement changes to procedures. Consults with support teams, help desks, customers and other technical staff in the resolution of problems, coordinates and performs operation and/or maintenance activities for networks/servers, identifies recurring problems and recommends steps to reduce the severity or frequency of problems. May plan for the transition of development and/or production environments to new technologies, utilize system software to monitor the performance of system files, manage system data to maintain performance efficiencies and/or study system requirements to determine proper server installation methods and procedures. Understand and assess the current AFSCI Enterprise ITSM business processes, tools and operating model. Understand the AFSCI Enterprise customer requirements, challenges and business objectives, and translate them into solution designs based on ServiceNow. Implement, configure and optimize ServiceNow solutions, automate business workflows on the platform. Integrate ServiceNow with third-party solutions and platforms. Perform acceptance testing, transition and knowledge transfer to customers and stakeholders. Monitors system performance and implements performance tuning. Reviews test plans/procedures and ensures they meet the objectives of the contractual requirements and participates in the testing process to validate requirements. Specifically, this position will: Serve as Lead ITSM Administrator for Service Now platform Coordinate with the ITSM SME and implement plans for optimize ServiceNow Submit formal security patch implementation requests IAW CCMP Have an understanding and knowledge of ITIL/ITSM best practices and business process analysis and design Possess soft skills to lead, communicate, negotiate, focus on details, prioritization, decision-making, presentation and a strong analytical and problem-solving skill Create and Maintain Visual Task boards to support Agile teams Provide over-the-shoulder mentoring on ITSM and Service Now Develop and document Standard Operating Procedures

Requirements

High School with 6-9 of years of experience
At least 1 year in direct support of an ITSM Solution such as Service Now
Clearance Required: Top Secret with SCI -- Must have a validated Top-Secret clearance with SCI Eligibility on day 1
Required Current Service Now Certified System Administrator (CSA)
Required Current IAT Level II
Extensive experience with the Service Management Solution, ServiceNow platform is preferred.
Excellent time management and organizational skills
Experience working with and updating Service Now
Knowledge of ITIL process framework - Incident Management, Problem Management, Change Management, Asset Management and Service Level Management
Proven ability to coordinate with stakeholders and collaborate with other team members
Excellent verbal/written communication skills

Responsibilities

Establishes and maintains smooth operation of computer systems (to include operating systems, software and hardware) in networked or stand-alone configurations, maintains system integrity, and upgrades systems and/or servers as required.
May create and document new methods supporting network/system operations and implement changes to procedures.
Consults with support teams, help desks, customers and other technical staff in the resolution of problems, coordinates and performs operation and/or maintenance activities for networks/servers, identifies recurring problems and recommends steps to reduce the severity or frequency of problems.
May plan for the transition of development and/or production environments to new technologies, utilize system software to monitor the performance of system files, manage system data to maintain performance efficiencies and/or study system requirements to determine proper server installation methods and procedures.
Understand and assess the current AFSCI Enterprise ITSM business processes, tools and operating model.
Understand the AFSCI Enterprise customer requirements, challenges and business objectives, and translate them into solution designs based on ServiceNow.
Implement, configure and optimize ServiceNow solutions, automate business workflows on the platform.
Integrate ServiceNow with third-party solutions and platforms.
Perform acceptance testing, transition and knowledge transfer to customers and stakeholders.
Monitors system performance and implements performance tuning.
Reviews test plans/procedures and ensures they meet the objectives of the contractual requirements and participates in the testing process to validate requirements.
Serve as Lead ITSM Administrator for Service Now platform
Coordinate with the ITSM SME and implement plans for optimize ServiceNow
Submit formal security patch implementation requests IAW CCMP
Have an understanding and knowledge of ITIL/ITSM best practices and business process analysis and design
Possess soft skills to lead, communicate, negotiate, focus on details, prioritization, decision-making, presentation and a strong analytical and problem-solving skill
Create and Maintain Visual Task boards to support Agile teams
Provide over-the-shoulder mentoring on ITSM and Service Now
Develop and document Standard Operating Procedures