ITSM Service Now Engineer

Govcio•San Antonio, TX

5d•Onsite

About The Position

Overview GovCIO is currently hiring for a Service Now ITSM Engineer 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 Gathers information concerning the capabilities of ITSM products; investigates the technical capabilities of ITSM products and competing equipment and/or solutions; stays abreast of developments in hardware and software. Generates quantifiable requirements based on customer description, system planning and design, and ensures requirements comply through formal verification methods. Translates high level product development strategies into network and system requirement specifications and works with other engineering disciplines to develop lower-level detailed implementation requirements. Establishes and coordinates development of standards, practices, and procedures as related to the overall ITSM network and system development. Designs interfaces and brings ITSM network and system elements together so they work as a whole. Assesses performance using evaluation criteria and technical performance measures. Customer liaison and support for business development activities and to understand and shape ITSM requirements. Coordinates the planning, design, and installation of ITSM equipment, using knowledge of Service Now engineering and programming as well as sophisticated instruments and computers. Participates in ITSM conceptual design and documentation of the design concepts. Installs all new hardware, systems, and software for ITSM network. Designs, creates, and builds ITSM network services, equipment and devices. Generates ITSM system level requirements verification procedures and customer acceptance test procedures. Monitors ITSM 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 ITSM requirements. Specifically, this position will: Serve as Lead ITSM Engineer for Service Now platform Coordinate with the ITSM Administration and implement plans to 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 9+ years (or commensurate experience)
Clearance Required: Active TS/SCI
Certifications required: Service Now Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist in IT Service Management (ITSM)
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

Gathers information concerning the capabilities of ITSM products
Investigates the technical capabilities of ITSM products and competing equipment and/or solutions
Stays abreast of developments in hardware and software
Generates quantifiable requirements based on customer description, system planning and design, and ensures requirements comply through formal verification methods
Translates high level product development strategies into network and system requirement specifications and works with other engineering disciplines to develop lower-level detailed implementation requirements
Establishes and coordinates development of standards, practices, and procedures as related to the overall ITSM network and system development
Designs interfaces and brings ITSM network and system elements together so they work as a whole
Assesses performance using evaluation criteria and technical performance measures
Customer liaison and support for business development activities and to understand and shape ITSM requirements
Coordinates the planning, design, and installation of ITSM equipment, using knowledge of Service Now engineering and programming as well as sophisticated instruments and computers
Participates in ITSM conceptual design and documentation of the design concepts
Installs all new hardware, systems, and software for ITSM network
Designs, creates, and builds ITSM network services, equipment and devices
Generates ITSM system level requirements verification procedures and customer acceptance test procedures
Monitors ITSM 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 ITSM requirements
Serve as Lead ITSM Engineer for Service Now platform
Coordinate with the ITSM Administration and implement plans to 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