We are GDIT, one of the largest IT and mission services providers to the government. We offer our customers the power of choice through a vast cloud ecosystem.
The ServiceNow Ticketing Development lead will be responsible for driving a sprint team of software developers focused on ticketing (ITSM), metrics, and SecOps components of the ServiceNow platform. This lead will ensure fixes, enhancements, modernizations efforts and upgrades to the systems are properly defined, planned, tracked, & led. The lead will partner closely with other sprint teams and service owners to understand critical issues, prioritize the most important efforts and innovate solutions. This lead will ensure risk is minimized and solid software development practices are followed.
This lead is responsible for providing software design expertise and leveraging knowledge of the ServiceNow platform to offer guidance and direction. The lead is responsible for effective and efficient communications both internally within the ticketing sprint development team and externally with product and government stakeholders. The lead is responsible to speak knowledgeably on the customized ServiceNow on-prem implementation.
At GDIT, people are our differentiator. In this role, a typical day will include:
Responsible for the day-to-day Tier 3 development support for ServiceNow ticketing (ITSM), metrics support, and SecOps.
Accountable for the team’s weekly development point output and successful regular releases.
Responsible for minimizing defects, impacts from defects, and quick resolution of fixes.
Provides project management expertise, industry best practices and analytics to improve outcomes and likelihood of on-time and on-budget delivery.
Leverages Agile Scrum and actively works alongside the scrum leader at the sprint planning, grooming, and review ceremonies.
Maintain 24x7 staff coverage for after hour support.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experiences.
Act as the escalation point for ITSM needs.
Negotiate times and define approaches for planned outages to reduce risk while supporting system stabilization efforts.
Collaborate closely with other sprint team leaders.
Support dedicated improvement and planning, and collection of feedback regarding effectiveness of services provided.
Cleared:TS/SCI cleared w/Polygraph
Education: Bachelor’s Degree and 5+ years’ experience in Information Technology or equivalent
Experience as a software developer
Experience with the ServiceNow platform
Excellent verbal and written communication skills as well as excellent presentation skills
Excellent interpersonal and relationship management skills
Strong vendor management and partner relation skills to identify and leverage resources internal and external to enhance services and capabilities that support business objectives
Demonstrated experience in establishing standard processes and managing performance to achieve key operational metrics
Capability to maintain the highest level of professionalism at all times.
Security+ Certifications preferred
Experience working on Agile teams
Experience with the ServiceNow ITSM module
Detail oriented with experience leading an engineering team
Engineering project development and reporting
Responsible for evaluating, developing and planning future technology advancement
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.