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GovCIO · 3 weeks ago

ITSM Service Now Engineer

US-TX-San Antonio

Full-time

Hybrid

Senior Level, Lead/Staff

$125K/yr - $135K/yr

9+ years exp

GovCIO is currently hiring for a Service Now ITSM Engineer to provide extensive ITSM expertise in the operations of the technology on the AFSCI network. This role involves gathering information on ITSM products, coordinating the planning and design of ITSM equipment, and serving as the Lead ITSM Engineer for the Service Now platform.

ConsultingIT InfrastructureIT ManagementManagement Consulting

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Gathers information concerning the capabilities of ITSM products; investigates the technical capabilities of ITSM products and competing equipment and/or solutions; stays abreast of developments in hardware and software

Generates quantifiable requirements based on customer description, system planning and design, and ensures requirements comply through formal verification methods

Translates high level product development strategies into network and system requirement specifications and works with other engineering disciplines to develop lower-level detailed implementation requirements

Establishes and coordinates development of standards, practices, and procedures as related to the overall ITSM network and system development

Designs interfaces and brings ITSM network and system elements together so they work as a whole

Assesses performance using evaluation criteria and technical performance measures

Customer liaison and support for business development activities and to understand and shape ITSM requirements

Coordinates the planning, design, and installation of ITSM equipment, using knowledge of Service Now engineering and programming as well as sophisticated instruments and computers

Participates in ITSM conceptual design and documentation of the design concepts

Installs all new hardware, systems, and software for ITSM network

Designs, creates, and builds ITSM network services, equipment and devices

Generates ITSM system level requirements verification procedures and customer acceptance test procedures

Monitors ITSM system performance and implements performance tuning

Reviews test plans/procedures and ensures they meet the objectives of the contractual requirements and participates in the testing process to validate ITSM requirements

Serve as Lead ITSM Engineer for Service Now platform

Coordinate with the ITSM Administration and implement plans to optimize ServiceNow

Submit formal security patch implementation requests IAW CCMP

Have an understanding and knowledge of ITIL/ITSM best practices and business process analysis and design

Possess soft skills to lead, communicate, negotiate, focus on details, prioritization, decision-making, presentation and a strong analytical and problem-solving skill

Create and Maintain Visual Task boards to support Agile teams

Provide over-the-shoulder mentoring on ITSM and Service Now

Develop and document Standard Operating Procedures

Qualification

Service NowITIL/ITSM best practicesService Now Certified System AdministratorCertified Implementation Specialist ITSMIAT Level IITime managementOrganizational skillsVerbal communicationWritten communicationCollaborationProblem-solvingDecision-makingPresentation skills