Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. GDIT plays a key role in the Department's IT integration strategy through its Data Center-1 program. GDIT's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.
The successful candidate will provide ServiceNow Application Administrator and Tier 1 and Tier 2 support to users of the ServiceNow platform and applications. Position is both customer facing and first through third tier troubleshooting for all facets of the SNOW application.
Serve as the primary point of contact for all operational support issues related to a ServiceNow instance used by multiple groups within a U.S. Government agency
Provide ongoing production support and end user support for the ServiceNow Platform and specific applications on the platform (Tier 1 and some Tier 2 level support)
Demonstrated experience in a service desk or IT support role, and can independently research issues. Detail-oriented with ability to narrow down likely culprits of problems reported through research and information gathering.
Provide Administrator functions such as managing Users (create, update, reset passwords) and management/maintenance of other global data sets
Configuration/customization of the ServiceNow system, including creating workflows.
Identify system deficiencies and recommend solutions
Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools
Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
Ensure tool configuration consistency across development, test, and production environments
Additional duties may include: bi-monthly user training sessions, self-help document creation, and elevating bug reports to SNOW developers that are identified during troubleshooting user-reported issues.
Work may also include development opportunities within the platform
Investigate and assess an action plan through requirements gathering and stakeholder meetings Design/scope solutions within a self-organizing team Produce clean, efficient code and stable integration between components Perform detailed testing, deployment of solutions and upgrade software versions Implement troubleshooting and defect corrections Evaluate user feedback and recommend improvements Maintain technical documentation for reference
A BA/BS degree in the related field
2 years of experience in System Administration roles
Certified ServiceNow System Administrator or obtained within 6 months of start
Experience as a ServiceNow Administrator or developer, as well as Tier 1 and/or Tier 2 service desk agent
Very good oral and written customer service communication skills are required
Developed problem-solving and analytical abilities
Strong customer service and interpersonal skills
Genuine desire to learn is essential
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.