ServiceNow SME - 1873 - KeyLogic Systems

Overview

Position: ServiceNow SME
Location: Albuquerque, NM
Salary Range: $132,000 -$142,000 per year
Clearance: No Clearance Required.  US Citizenship is required for clearance (i.e., no dual citizenships).

KeyLogic is seeking a Subject Matter Expert in ServiceNow to support the IT program at a major national laboratory.

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 - $700 million Third-Party Telecommunications and Information Technology Support Services contract at National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.

The department provides IT resources and expertise to mission organizations, enterprise, and operations to identify and understand current and future IT requirements through end-to-end solutions.

Responsibilities:

• Performs varied administrative duties with a relatively broad scope to support an organization’s programs, projects, and activities.
• Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems.
• Maintain effective and efficient adherence to the Event Management Process. Review system and application logs and verify completion of scheduled jobs, including system backups.
• Make suggestions to enhance existing processes and procedures, observe and control the status and performance of system components, servers, and network facilities.
• Answer incoming problem calls from customer and internal sites and resolves associated tickets. Write incidents reports & document events. Follow procedures; provide updates, ask questions, take action, follow up on missing, incomplete or unresolved issues.

Qualifications:

Duties:

• Consult on best practices, assess, and provide recommendations on process optimization, module design, user stories, testing
• Design and Implement modules as requested by NTESS within ServiceNow, for example Virtual Agent and Chat Bot
• Provide recommendations on optimizing the Service Desk and Employee Center
• Develop workflows within the ServiceNow Modules to ensure integration with ITIL and KCS processes
• Provide guidance for training employees on the uses of ServiceNow
• Attend Implementation meetings
• Provide guidance on the application of ServiceNow best practices
• Provide guidance and documentation on configurability of ServiceNow
• Review and assist with converting operational reporting into the ServiceNow module

Requirements:

• Bachelor’s degree in STEM field and 5 years related experience.
• In lieu of a Bachelor’s degree, an Associate’s degree and 8 years of experience or an additional 6 years of job-related experience totaling 11 years of experience is applicable.
• U.S. Citizenship is required per contract.

See Job Description