| Location | Alexandria, VA |
Years of Experience:5 years of experience
Education Requirements: Bachelor’s degree in IT, Computer Science, or related discipline
Program Description:The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs.
Responsibilities:
• Planning, executing, monitoring, controlling, and closing all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform necessary for Tier 1, Tier 2, and Tier 3 services.
• Providing software coding and configuration services including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, scripting, third-party software integrations, and custom application development as needed.
• Creating and maintaining service catalog items and workflows.
• Designing and implementing automated workflows to streamline processes.
• Integrating ServiceNow with other systems and tools.
• Creating and maintaining reports and dashboards for various stakeholders.
• Providing training and support to end-users and other administrators.
• Identifying opportunities for process improvements and implementing best practices.
• Creating and maintaining system design and operations documentation.
• Advising on the impact of any proposed changes to the ServiceNow environment.
• Providing ServiceNow administration, sustainment, and subject matter expert support.
Requirements
Required Skills:
· Bachelor’s degree in IT, Computer Science, or related discipline
· Public trust security clearance
Preferred Skills
· ServiceNow Certified Implementation Specialist – ITSM and ServiceNow Certified Application Developer preferred
Soft Skills:
· Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
· Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
· Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
· Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
· Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
· Results oriented: Able to drive things forward regardless of personal interest in the task.
Benefits
SES provides a competitive salary and the following benefits: