ITSM Administrator

ITSM Administrator

GovCIO is currently hiring for a Service Now ITSM Administrator to provide extensive ITSM expertise in the operations of the technology on the BluSCI network. This position will be located in San Antonio, TX and will be an onsite only position.

Establishes and maintains smooth operation of computer systems (to include operating systems, software and hardware) in networked or stand-alone configurations, maintains system integrity, and upgrades systems and/or servers as required. May create and document new methods supporting network/system operations and implement changes to procedures. Consults with support teams, help desks, customers and other technical staff in the resolution of problems, coordinates and performs operation and/or maintenance activities for networks/servers, identifies recurring problems and recommends steps to reduce the severity or frequency of problems. May plan for the transition of development and/or production environments to new technologies, utilize system software to monitor the performance of system files, manage system data to maintain performance efficiencies and/or study system requirements to determine proper server installation methods and procedures.

• Understand and assess the current BluSCI Enterprise ITSM business processes, tools and operating model.
• Understand the BluSCI Enterprise customer requirements, challenges and business objectives, and translate them into solution designs based on ServiceNow.
• Implement, configure and optimize ServiceNow solutions, automate business workflows on the platform.
• Integrate ServiceNow with third-party solutions and platforms.
• Perform acceptance testing, transition and knowledge transfer to customers and stakeholders.
• Monitors 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 requirements.

Specifically, this position will:

• Serve as Lead ITSM Administrator for Service Now platform
• Coordinate with the ITSM SME and implement plans for 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

• High School with 6-9 of years of experience
  • At least 1 year in direct support of an ITSM Solution such as Service Now
• Clearance Required: Top Secret with SCI
  -- Must have a validated Top Secret clearance with SCI Eligibility on day 1
• 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
• Current ITILv4

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?

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.