Req ID: 31200SummaryIT Service Management Systems EngineerSpringfield, VAAre you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.Chenega Agile Realtime Solutions is currently looking for an IT Service Management Systems Engineer to join our growing team in Springfield, VAResponsibilities
Provide day-to-day maintenance (routine, preventative, and corrective) of the ITSM platform to ensure consistent, reliable, and secure service availability for users/customers.
Perform specific scheduled maintenance activities that result from manufacturers' recommended service intervals, alerts, bulletins, available patches, and updates according to agency-approved change management processes with pre-coordinated PMO and OCB approval.
Build, update, deploy, and integrate NGA’s ITSM Tool of Record (e.g., Service+) including major planned vendor upgrades, enhancements, and releases (e.g., Service+ version upgrade from New York to Paris). This includes updating the NGA ITSM Tool of Record on all environments (e.g., Unclassified Development Environment, UC2S Production, etc.).
Document detailed service interoperability standards and procedures for integrating new modules into the ITSM platform. These documents will be uploaded to a shared site identified by the government.
Document training, techniques, processes, and procedures for ITSM processes/modules. These documents will be uploaded to a shared site identified by the government
Collect status and performance metrics reporting requirements from ITSM users and create/configure auto-generated reports.
Make status and performance data available to Government-directed independent performance and capacity analysis efforts.
Perform active monitoring of the ITSM platform. Includes providing health, status, and performance monitoring oversight through standard EM tools.
Respond to alarms/alerts during core service hours and after core service hours for Critical and High-priority events.
Develop and maintain ITSM tool training documentation and/or media and make it readily available for use by customers. Training materials will be housed within the Service+ platform.
Other duties as assigned.
Qualifications
Bachelor's degree and 6+ years relevant experience OR
Associate degree and 8+ years relevant experience OR
High school diploma or GED equivalent and 10+ years of relevant experience
TS/SCI clearance
Knowledge, Skills, and Abilities
Ability to work independently and yet be effective within a team setting
Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications
Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
Previous customer service experience strongly desired.
Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
How you’ll growAt Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.BenefitsAt Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.Learn more about what working at Chenega MIOS can mean for you.Chenega MIOS’s cultureOur positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.Corporate citizenshipChenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.Learn more about Chenega’s impact on the world.Chenega MIOS News- https://chenegamios.com/news/Tips from your Talent Acquisition teamWe want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:Chenega MIOS web site - www.chenegamios.comGlassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EIIE369514.11,23.htmLinkedIn - https://www.linkedin.com/company/1472684/Facebook - https://www.facebook.com/chenegamios/#DICE#Chenega Agile Real Time Solutions, LLCChenega Corporation and family of companies is an EOE.Equal Opportunity Employer/Veterans/DisabledNative preference under PL 93-638.We participate in the E-Verify Employment Verification Program