ITSM ServiceNow Analyst Manager
About The Position
GDIT is seeking an experienced and technically strong leader to focus on gathering requirements and managing a team of developers and testers to deliver ServiceNow solutions to a DHS IT customer. This role will lead as part of a team to deploy ServiceNow ITSM and ITBM capabilities within the CIO of the DHS affiliate organization. The individual will be on a leadership team to help identify requirements, design solutions, and manage developers to implement solutions for the customer. They will also oversee and guide the design setup, operations, and implement new service capabilities, effectively and efficiently in an Agile manner. They will also be part of the overall leadership staff within the contract. The ideal candidate will have ServiceNow experience with ITSM and other module tool configuration and integration with the platform (such as ITBM, SAM, Sec, ITOM) and IT project implementation experience, both in IT Operations and Maintenance (O&M). Candidates who are experienced and well versed in both ITSM and IT infrastructure (security, server and network) will be a great fit as many of these processes will be included in the implementation requirements form the DHS IT Business and Service Delivery customers. The candidate will be able to leverage their experience in Technology and IT Service Management (ITSM) processes to assist in developing and implementing an implementation roadmap that promotes ServiceNow capabilities and activities, including tool implementation, procedures and training documentation, while providing direction and support for all users. Must demonstrate an exceptional work ethic, excellent written and verbal communication skills and able to work closely with and present to top level customer executives. Collaborate with different organizational groups, most of which will not be direct reports, to align priorities and resources by drawing upon shared values and organizational commitments. A background in service delivery, operations, and organizational change is a plus.
Requirements
- 5-10 years of related experience, include supervisory
- Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience
- ITIL V3 Foundation
- ServiceNow Technical Certification
- Ability to self-motivate while operating effectively in a team-oriented and collaborative environment
- Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment
- Demonstrated knowledge of all ITSM/ITIL, NIST, and ATO integrated requirements
Nice To Haves
- Desired Certifications: ITIL Intermediate and PMP
- Proficiency in ITSM process automation and automated performance metric generation.
- Experience providing leadership and technical training
- Familiarity with numerous ServiceNow modules (ITSM, ITOM, ITBM, Sec, SAM, etc…)
Responsibilities
- Lead ITSM Deployment for the customer
- Manage Developers and their tasks to ensure tasks are achieved on schedule and on budget
- Lead maturing ITSM processes across the organization
- Integrate Change, Service Asset & Configuration, and Release Management to achieve defined outcomes.
- Ensure successful execution of customer services, ensuring intended outcomes are achieved.
- Capable of being technically hands-on
- Provide weekly and monthly metrics to meet customer-reporting requirements.
- Develop ITSM tool training materials and deliver instruction as needed
- Provide guidance and work leadership to less-experienced staff
- Support on-time contract deliverables and work products to meet customer expectations.
Benefits
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- full flex work weeks where possible
- a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- short and long-term disability benefits
- life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
