Systems Administrators (Ticket, Queue & Problem Management)

SHR Consulting Group, LLC• Arlington, VA, VA, US, VA

6d•Onsite

About The Position

SHR Consulting Group is seeking experienced Ticket, Queue, and Problem Management Systems Administrators for multiple openings to provide 24x7x365 monitoring of Information Technology Service Management (ITSM) Incident (INC) and Work Order (WO) ticket queues for the DISA Joint Service Provider (JSP) Platform Services portfolio. The successful candidate will identify, triage, escalate, and close incidents and work orders in alignment with strict performance AQLs. This posting covers Senior Systems Administrator and Systems Administrator openings on the Ticket Management team. SHR is a premier technology integrator solving complex modernization and readiness challenges across the defense, federal civilian, and intelligence markets, offering solutions in systems engineering and integration, enterprise IT, cyber, software, advanced analytics, and AI.

Requirements

Three (3) or more years of hands-on experience administering an enterprise ITSM tool (BMC Remedy/Helix preferred; ServiceNow acceptable), including queue management, incident management, problem management, and reporting.
Working knowledge of ITIL service management practices; ITIL Foundation certification strongly preferred.
Experience operating in a 24x7 ticket queue or NOC environment, including familiarity with verbal and ticket-based escalation procedures.
Working knowledge of Microsoft Windows Server, Active Directory, and core enterprise services sufficient to triage incidents and route them appropriately.
Strong analytical, written, and verbal communication skills; ability to summarize ticket trends and present to Government leadership.
Proficiency with Microsoft Office (Excel, Word, PowerPoint), SharePoint, and reporting tools (e.g., Power BI, Remedy Smart Reporting).
For the Senior variant, prior experience as a queue lead with responsibility for triage decisions and Daily Incident Management reporting is required.
Bachelor’s degree in Computer Engineering, Computer Information Systems, Telecommunications, Management Information Systems, or a related field; or equivalent combination of education and three (3) to five (5) recent years of documented relevant experience.
Must meet DoD 8570.01-M / DoD 8140 IAT Level II baseline certification requirements prior to start (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, or equivalent). Computing Environment certification appropriate to the role is also required.
U.S. Citizenship
Active Secret Clearance (or higher)

Nice To Haves

ITIL Foundation certification

Responsibilities

Monitor the JSP Enterprise ITSM system 24x7x365 for tickets assigned to Platform Services queues and ensure they are addressed within established SLA windows (e.g., 0 minutes for Critical, 2 hours for High, 4 hours for Medium/Low after queue assignment).
Reassign tickets to the Service Desk or other appropriate teams when improperly placed in Platform Services queues, in accordance with documented Work Instructions.
Analyze and triage tickets to determine the proper resolution; perform the action when within scope or escalate to SME-level attention.
Resolve incidents within established AQLs (e.g., 4 hours for Critical, 48 hours for High, 72 hours for Medium/Low) and update work logs for INC tickets pending action by a Platform Service resource at least every 48 hours.
Coordinate and serve as the liaison between the JSP Service Desk and other Service/Agency service desks for all actions relating to incident ticket assignments, tracking, and escalation.
Research, prepare, and present Daily Incident Management reports, including aging incident requests (5 days old or older), backlog trends, and root cause indicators.
Lead and support Problem Management activities, including identifying recurring incidents, conducting root cause analysis, documenting Known Errors, and driving permanent fixes through Change Management.
Provide input to Monthly IPR reports, including total incidents, completed incidents, open incidents (by status, impact, and age), service requests, change requests, and SLA impact time by application.
Maintain the central Problem and Solution Knowledge Base on JSP Portals and update Work Instructions and recall lists as needed.