ITSM Service Now Engineer

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

Qualifications

High School with 9+ years (or commensurate experience)

Clearance Required: Active TS/SCI

Service Now Certified System Administrator (CSA)ServiceNow

Required Skills and Experience

• Must have one of the following Certifications to start and obtain other after hired:
  
  • 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

#AR

#NSS

#TM

#dl

Company Overview

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.

But we can't do it alone. 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?

What You Can Expect

Interview & Hiring Process

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 ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $125,000.00 - USD $135,000.00 /Yr.