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.
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:
Also requires experience with the following process modules, components and integrations:
Incident Management module
Problem Management module
Change Management module
Release Management module
(Required) Experience with Cloud computing including but not limited to:
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]
Virtual Private Network (VPN)
Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
Must have 5-8+ years of directly related experience in ITSM management & analysis and administration of ITSM Processes & Tools
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.