ITSM Administrator

Herndon, VA
Sep 14, 2018
Sep 17, 2018
Full Time
As a member of the MIS team, he/she will be responsible for the delivery of end-to-end solutions which meet the business requirements of Iron Bow Technologies in particular, our ITSM system (Cherwell and ServiceNow). We are seeking an experienced Developer/Administrator to join our growing IT Service Management training and consulting practice. The administrator understands company, departmental and customer requirements to design and develop solutions. Experience should include Change Management, Configuration Management, Incident Management, Problem Management and CMDB. This individual will apply proven communication and problem-solving skills to solve issues related to the deployment of mission-critical software. The ability to take direction and work independently to achieve stated objectives is required. This is a hands-on, technical position. The qualified candidate will have broad-based technical experience along with a solid understanding of relational databases. Experience configuring and deploying one or more ITSM is highly desirable. Experience working with and implementing ITIL-based processes is a plus. The ITSM Developer/Administrator will work with customers and other members of the Iron Bow team to transform customer requirements into fully functional solutions based on the ServiceNow and or Cherwell Service Management platforms. This includes building dashboards and customized workflows for processes and procedures, customizing user interfaces, and working with existing customer data sources and tools. Strong analytical and problem solving skills are required. Responsibilities: ITSM, in particular ServiceNow/Cherwell Administrator/Implementer/Developer Design, implement, train and perform ongoing operations and maintenance on the ServiceNow/Cherwell Service Desk applications. Manage configuration and train staff. Ability to develop quality documentation that clearly articulate solutions and the ability to perform demonstrations Ability to work with various customers/departments/users to design, deploy and support solutions according to the user requirements Troubleshoot issues, analyze and take appropriate action to remediate issues Experience with scripting in languages like JavaScript, SQL, and PowerShell, a bonus. Ensure that customer agencies can fully utilize the system by balancing their requirements for data security and functionality without compromising the sustainability or supportability of the core service. Familiarity with MS Exchange Familiarity with SaaS and Cloud technologies Develop credible and high-integrity relationships with customers, prospects and partners Support the delivery organization to provide technical support and product demonstrations Requirements: Bachelors or Master's Degree in computer science, information systems, or business administration, and/or 3-5 year of equivalent work experience. Three+ years' experience working with writing, installing and supporting IT Service Management applications (particularly Cherwell, Service Now or Remedy) in a large-scale environment or an equivalent combination or training and experience. Hands-on development, maintenance, and support experience with the ITSM applications, tools, and associated components, including configuration/customization strategies and implementations, workflows, groups, roles, etc. ITIL Foundation and/or more advanced ITIL certifications a bonus Excellent oral and written communication skills within a business and/or technical context, particularly with translating customer requirements into technical implementations Customer focused with a high level of customer service and interaction skills Strong team-oriented interpersonal skills with a demonstrated ability to function as a consultant to ITSM clients and others as needed Demonstrated ability to plan, organize, and execute with strong problem solving skills Ability to interpret policies, rules, regulations, and procedures pertaining to the acquisition of computer software and hardware and in the handling and protection of multiple classes of data Employment Information Iron Bow offers a competitive benefits package, which includes excellent medical and dental benefits, and a 401k plan with matching. Conditions of employment All applicants receiving an offer of employment will be required to complete an Iron Bow application and sign a disclosure and authorization form for a background investigation. All offers of employment are contingent upon satisfactory completion of the Iron Bow background investigation which may include a criminal check, education and employment verifications and for some positions a credit check. In addition Iron Bow participates in the E-verify employment verification program. Iron Bow is an equal opportunity employer committed to support family values, integrity in the workplace, and an entrepreneurial atmosphere. Iron Bow makes employment decisions without regard to race, gender, disability or protected veteran Status. EOE M/F/Disabled/Vet Code of Ethics Iron Bow is committed to conducting its business in accordance with all applicable federal, state and local laws and regulations, and in accordance with the Iron Bow Code of Ethics, Conduct and Responsibility. Iron Bow employees are expected to comply and to assist the company in complying with each of these obligations. The purpose of the Iron Bow Code of Ethics, Conduct, and Responsibility is to state the principles of business ethics and conduct that Iron Bow requires all employees to follow in dealings on behalf of Iron Bow with the government, the general public, customers, suppliers, competitors, and fellow employees As employees, consultants or representatives of Iron Bow, we will treat one another fairly and with dignity and mutual respect This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans

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