ITSM Service Engineer

Overview

GovCIO is hiring a Service Now ITSM Engineer to provide extensive ITSM expertise in the operations of the technology on the AFSCI network. The position will be located in San Antonio, TX and will be an onsite only position.

Gather information concerning the capabilities of ITSM products; investigate the technical capabilities of ITSM products and competing equipment and/or solutions; stay abreast of developments in hardware and software. Generate quantifiable requirements based on customer description, system planning and design, and ensure requirements comply through formal verification methods. Translate high level product development strategies into network and system requirement specifications and work with other engineering disciplines to develop lower-level detailed implementation requirements.

Establish and coordinate development of standards, practices, and procedures as related to the overall ITSM network and system development. Design interfaces and bring ITSM network and system elements together so they work as a whole. Assess performance using evaluation criteria and technical performance measures. Customer liaison and support for business development activities to understand and shape ITSM requirements.

• Coordinate the planning, design, and installation of ITSM equipment, using knowledge of Service Now engineering and programming as well as sophisticated instruments and computers.
• Participate in ITSM conceptual design and documentation of the design concepts.
• Install all new hardware, systems, and software for ITSM network.
• Design, create, and build ITSM network services, equipment and devices.
• Generate ITSM system level requirements verification procedures and customer acceptance test procedures.
• Monitor ITSM system performance and implement performance tuning.
• Review test plans/procedures and ensure they meet the objectives of the contractual requirements and participate 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 Service Now.
• Submit formal security patch implementation requests IAW CCMP.
• 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.

High School with 9+ years (or commensurate experience)

Clearance Required:

Active TS/SCI

Required Skills and Experience

• Certifications required (must have one to start):
• Service Now Certified System Administrator (CSA)
  Service Now
• Certified Implementation Specialist in IT Service Management (ITSM)
• IAT Level II
• Extensive experience with the Service Management Solution, Service Now 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

GovCIO is a team of transformers—people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

We need great people to help us do great things for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo  be presented during each interview
• During the Hiring Process
• Enhanced…