Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. General Dynamics Information Technology 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 position will be responsible for the analysis, design, development and implementation of software projects on the ServiceNow platform. The successful candidate will work closely with the Solution Architect, Business Analyst(s), IT Support and Technical teams to ensure that administration and implementation are conducted per policy, procedures and best practices. The position is responsible for maintaining high levels of customer satisfaction through pre- and post-engineering technical/functional support to current and prospective customers. 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.
This position is responsible for providing systems engineering support for customers in a 24x7 service organization.
• 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
• 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 • Excellent oral and written customer service communication skills • Developed problem-solving and analytical abilities • Strong customer service and interpersonal skills • Genuine desire to learn is essential • Experience with direct customer service is mandatory. • Self-starting motivation to continue to improve skill set to increase ability to handle increasing levels of technical challenges. • Ability to speak to the customer and team to convey the issues and critical concepts facing the technical team
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.