Cloud ITSM Application Expert
7 days ago
The Cloud ITSM Application Expert will be a key member of our team, providing support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract.
About Empower AI Inc.At Empower AI Inc., we are dedicated to empowering government agencies with cutting-edge technology and innovative solutions. As a Cloud ITSM Application Expert, you will play a crucial role in helping us achieve this mission.
Job OverviewWe are seeking an experienced Cloud ITSM Application Expert to join our team. The successful candidate will have a strong background in IT service management, cloud computing, and system administration. In this role, you will be responsible for providing technical expertise in the architecture, deployment, and sustainment of geographically dispersed, load-balanced, active-active clustered site failover architecture, single sign-on, and CAC implementation of the JSP ITSM application.
Key Responsibilities:- Operate and maintain the JSP ITSM applications and the Arlington National Cemetery (ANC) Remedy application.
- Aid in infrastructure and software version upgrades with both BMC Remedy and RightStar applications as required by the vendor to keep the applications up to date and/or improve characteristics.
- Utilize Advanced Reporting Analytics to build and execute canned and custom reports for all JSP directorates and all supported customers, which is approximately 100 requests for ad hoc ITSM reports per week.
- Provide, within the monthly IPR and in support of monthly metric collection, reports detailing incidents, work orders, and requests associated with the ticketing and tracking system production application.
- Provision user accounts (on average 200 - 300 per month) within 48 hours with a minimum monthly performance standard of 80% closure rate.
- Provision new queues (on average 50 – 100 per month) within 24 hours of approval from Enterprise Remedy Approval Committee (ERAC) governance group with a minimum monthly performance standard of 80% closure rate.
- Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and 2 - 7 years of progressively more responsible experience in computer system engineering, hardware and software analysis, system installation, integration, implementation, and system maintenance.
- Information Assurance (IA) Certification: DoDI 8570 IAT II certification.
- Computing Environment (CE) Certification: Recent and relevant technical certification.
- Top Secret security clearance.
- Demonstrated direct experience with ITSM application System Suite design and architecture and BMC Remedy ITSM Suite.
As a Cloud ITSM Application Expert at Empower AI Inc., you can expect a competitive salary ranging from $115,000 to $150,000 per year, depending on your qualifications and experience. Our company offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
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