Service Management System Engineer - Lead

Washington, District Of Columbia
Oct 01, 2021
Nov 05, 2021
Engineer, Management
Full Time

The Service Management System Engineer - Lead is responsible for performing technical

planning, high level and detailed requirements definitions, test planning and execution, including use cases, test procedures, and test data. The Service Management System Engineer - Lead is responsible for software systems integration and technical support for software systems and subsystems. Total software system product may include design, test, installation, operation, maintenance, and disposal. The Service Management System Engineer - Lead will support a federal client through transition from BMC Remedy platform (9.1) to ServiceNow ITSM and Discovery implementation, including understanding and support of common integrations with non-Service Management systems, like centralized reporting, customer surveys, AD integration, SCCM loads, and asset bulk loads, etc. Prior support of full scale ITSM enterprise system transition recommended. Operational work will continue to evolve ITIL process configuration in support of Enterprise IT shared services as well as the support and maintenance of the integrated ITSM systems.

  • Responsible for supporting the Service Management System (ServiceNow) upgrades, change requests, dashboards, improvements, and fixes and overall structure and operations, under task-based, SDLC, and Agile methods.
  • Intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self-service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practices.
  • Perform change assessments, attend change control boards, and provide or perform required change documentation and procedures.
  • Manage overall structure and content of the system on a day-to-day basis.
  • Review events and monitor performance.
  • Review and clean-up user and system accounts as well as other system metadata.
  • Monitor and report on system usage, growth, and disk space and set up appropriate alerts.
  • Manage user permissions.
  • Present improvement ideas analyze requests for change, draft, and update system design documentation, and understand and implement approved system change requests under change guidance, interface with users, and support testing and provide demos of the changes incorporated.
  • Other duties as assigned

  • Bachelor's degree and 12+ years of experience providing Service Management System administration services, mostly from ServiceNow
  • Some background in BMC Remedy preferred
  • Must have experience managing SMS development activities and be proficient in applying the SDLC, Agile, and DevOps principles
  • ITIL Foundations certification required. ITIL Expert and/or Managing Professional preferred.
  • At least 1 ServiceNow certification required, like Certified Implementation Specialist (CIS-ITSM or CIS-DF).
  • ITSM Professional, Certified Application Developer (CAD), or CIS-SP preferred
  • Background check with the ability to obtain a public trust clearance

Knowledge, Skills and Abilities
  • Experience implementing and supporting advanced reporting and performance analytics capabilities (i.e., Business Objects, Crystal Reports, and SQL Server Reporting Services) preferred.
  • Experience with federal ATO attestation and security control assessments is also preferred but not required.
  • Highly motivated, self-directed, and responsible contributor.
  • Effective communicator and relationship builder to system stakeholders and organizational leadership.
  • Be a team player, share knowledge, and learn from others.
  • Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback.
  • Proficiency in configuring the ServiceNow ITSM Suite and integrating systems, including database, reporting, performance, discovery, AD, asset, and survey tools.
  • Design and develop ServiceNow for multi-tiered user support, including Service Desk and IT Operations.
  • Ability to program or script in Java, C, HTML, CSS, PowerShell, and Bash inside and outside of the ServiceNow platform.
  • Ability to create, manage, and administrate SQL database and programs that query and push data to a SQL database, XML file, and/or a data warehouse.
  • Backup and restore ServiceNow in high availability operations if required.
  • Some of these maintenance objectives may be handled by the ServiceNow Cloud Offering once transitioned.
  • Ability to work independently and yet be effective within a team setting.
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment.
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
  • Excellent skills in Microsoft Word, Excel, and other Office applications.
  • Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
  • Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
  • Previous customer service experience strongly desired.
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
  • Required to adhere to Chenega Corporation mandate that all employees must be fully vaccinated to COVID-19 by December 8, 2021


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