Network Engineer Advisor

Clearance Level
Top Secret
Category
Network Engineering
Location
Washington, District of Columbia

REQ#: RQ87233

Travel Required: None
Public Trust: None
Requisition Type: Regular

IT Service Management Engineer: ITSM Tools

The ITSM Engineer will provide technical support to include Project skills, Operations and Maintenance, Administration, and implementation skills for the ITSM Management tools. The engineer must have a good working knowledge of the ITIL® framework and ITSM processes; especially Incident, Change, Request and Problem Management. 

Administration:

The ITSM Engineer will have experience providing daily administrative tasks and maintenance of one or more of the ITSM Tools listed below.

Administration of the ITSM tools includes but is not limited to:

  • Monitoring health, availability and performance of managed nodes and devices
  • Performing day-to-day processes and activities to manage and maintain availability, health and performance of the ITSM tools at acceptable Service Levels
  • Capturing and documenting user requirements
  • Configuring and instrumenting tool capabilities according to user needs and requirements
  • Creating customized ITSM solutions as needed and directed by the technical lead
  • Creating specialized reports as needed and requested by the customer
  • Creating /updating supporting documentation for enhancements, and all other administrative tasks
  • Familiarity with testing and migrating/deploying solutions in a multitier environment (Development, Test/QA, Production)
  • Training EOC staff and end users on aspects and use the tools as needed
  • Providing knowledge transfer and exchange to other ITSM team members
  •  Leveraging automation (e.g., tools, programs or scripts) and standards as part of the daily administration of the ITSM tools

Operations and Maintenance (O&M):

The ITSM Engineer will have experience providing operational “care and feeding” and maintenance of the ITSM tools.

Support includes, but is not limited to these activities:

  • Perform routine maintenance including but not limited to patching of operating system and applications
  • Troubleshooting and problem resolution of ITSM tool incidents, issues and problems
  • Carrying out project enhancements under the guidance of the technical or government lead or architect to improve tool performance
  • Recommending and carrying out projects under the guidance of the technical or government lead or architect to improve tool performance, to bring devices, systems, applications and services under management
  • Perform EMS tool software upgrades as needed
  • Create “As-Built” documents and other supporting documentation for upgrades, and all other operational & maintenance tasks
  • Coordinate with other teams both within and external to the IT Enterprise Services Division as required
  • Improve processes and procedures.  Configuration and change management activities are also included in this activity.

Skills/Experience: Requires experience with IT Service Management (ITSM) process modules and administering ITSM ticketing tools/Service Desk applications and familiarity with tool operation & maintenance, and application administration.

The ITSM Engineer must have knowledge in one or more of the following tool areas:

  • (Required) Experience with ITSM Tools key to the job requirement include but not limited to:
    • Service Manager
    • ServiceNow
    • Remedy
    • Cherwell
  • Also requires experience with the following process modules, components and integrations: 
    • Incident Management module 
    • Problem Management module 
    • Change Management module 
    • Release Management module 
    • Service Catalog 
    • Service Portal 
  • (Required) Experience with Cloud computing including but not limited to:
    • Office 365
    • SharePoint
    • Microsoft Teams
    • Personal Cloud Storage [a plus but not required]
    • Trusted End Node Security (TENS) [a plus but not required]
  • (Preferred) Experience with OS Platforms including but not limited to:
    • Windows 10 Enterprise
    • Windows 2016/2019 (with some OS patching experience)
    • RHEL v7.4 OS and later
  • Experience with virtual environments such as: [a plus but not required]
    • VMWare
    • Nutanix
    • Virtual Private Network (VPN)

Education

Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.

Qualifications

Must have 5-8+ years of directly related experience in ITSM management & analysis and administration of ITSM Processes & Tools

Certifications:

ITIL® v3 or v4 (preferred) Foundations certification

Other vendor & industry recognized certifications are a plus

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.