jobapplier

IT Service Management Specialist

Apogee Engineering, LLC

Skills

Required

  • IT Service Management
  • ServiceNow
  • ITSM platform
  • configuration
  • ITIL best practices
  • ITSM
  • Incident Management
  • Change Management
  • Knowledge Management

Preferred

  • DoD / Federal C3
  • Command, Control
  • airlift communications network
  • Configuration Management
  • Database
  • CMDB
  • Asset Management / Service Catalog / Performance Analytics/Trend Analysis dashboards
  • ITOM

Apogee has an exciting new opportunity for an IT Service Management Specialist (ITSM) to provide support for the Executive Airlift Communications Network (EACN) support task order, which provides

Responsibilities

  • Command, Control, Communications (C3) services for multiple critical U.S. Government missions via multiple
  • Air to Global Information Grid (GIG) Gateways (A2G2’s) supported by a Systems Integration Lab (SIL).
  • This is a full-time remote position. * This position is contingent upon contract award.* Responsibilities Provide oversight and expertise in ITSM configuration management support, and implement, integrate, and sustain/maintain ServiceNow (or other ITSM platform).
  • Implement, integrate, and sustain/maintain ServiceNow (or other ITSM platform) in support of EACN operations.
  • Configure and customize EACN software to gather statistics and provide Trend Analysis in support of mission reporting and decision-making.
  • Support user-submitted configuration change requests within the limitations of the software, ensuring timely and accurate implementation.
  • Customize the ITSM software/platform to reflect system design changes and equipment upgrades across the EACN environment.
  • Provide IT Service Management training, including ServiceNow training for the Trouble Ticket System, using Government-furnished physical devices, software, and commercial training aids.
  • Support the development and maintenance of workflows, dashboards, and processes aligned with ITIL/ITSM best practices.
  • Collaborate with EACN Government Engineers, GSOC personnel, and other stakeholders to ensure ITSM processes support Incident Management, Change Management, Knowledge Management, and IT Asset Management business needs.
  • Maintain accurate documentation of ITSM configuration changes, trend analysis reports, and training materials.

Requirements

Citizenship: Must be a US citizen

  • Must have and be able to maintain a TS/SCI level clearance
  • Bachelor's Degree Years of Experience: 3-7 years of experience of relevant IT experience
  • Strong working knowledge of ServiceNow (or equivalent ITSM platform) configuration, customization, and administration.
  • Familiarity with ITIL best practices and IT Service Management (ITSM) processes, including Incident Management, Change Management, and Knowledge Management.
  • Experience gathering and analyzing data/statistics to support Trend Analysis reporting.
  • Ability to translate system design changes and equipment upgrades into software/platform configuration updates.

Preferred

  • Education: Master's Degree Prior experience supporting a DoD or Federal C3 (Command, Control, Communications) program, airlift communications network, or similar mission-critical operational environment.
  • Experience with ServiceNow ITSM modules beyond basic ticketing, such as Configuration Management Database (CMDB), Asset Management, Service Catalog, or Performance Analytics/Trend Analysis dashboards.
  • ServiceNow System Administrator (CSA) certification or additional ServiceNow micro-certifications (e.g., Discovery, ITOM, Service Mapping).
  • ITIL Foundation (or higher) certification.
  • Experience supporting a Systems Integration Lab (SIL) or similar test/integration environment.

Additional Information

Location: Joint Base Andrews (JBA) in Andrews, MD On-site: 100 % Remote Travel: 10% travel may be required * This position is contingent upon contract award.*

Every job at Apogee Engineering, LLC