IT Service Management Configuration Specialist

2 weeks ago

Patuxent River, United States PSI Pax Full time

PSI Pax, Inc. has an exciting opportunity for an IT Service Management Configuration Specialist - Remote to support our government clients.


Key Responsibilities:
The IT Service Management Configuration Specialist will be tasked with the following:


1. Deliver enterprise-level technical and functional assistance for the Ivanti Neurons for IT Service Management (ITSM) and Ivanti Endpoint Management solutions.
2. Collaborate with clients and team members to gather and document functional requirements.
3. Contribute to the enhancement, customization, and configuration of the Ivanti product in alignment with client specifications.
4. Follow the team's Software Development Life Cycle (SDLC) process, which includes design, development, testing, debugging, and deployment.
5. Work collaboratively with the team utilizing an Agile methodology.
6. Participate in the ongoing improvement of Ivanti products.
7. Provide system administration by monitoring system performance, ensuring server stability, and performing necessary system configurations, maintenance, and repairs.
8. Ensure optimal application front-end performance, and develop queries and reports.
9. Maintain timely and appropriate communication with clients and team members.
10. Take responsibility for high-visibility or mission-critical aspects of a program and perform all functional duties independently.

May oversee the efforts of junior team members and/or be responsible for the contributions of all team members assigned to a specific task.


Required Qualifications:
- Ability to obtain and maintain a DoD Secret Clearance.
- Security+ Certification (must be obtained within 30 days of hire if not already possessed).
- OS Certifications (must be obtained within 30 days of hire if not already possessed).
- Over ten (10) years of experience in relevant fields, including:
- Support for IT Service Management tools such as Ivanti Service Manager/Service Desk, Cherwell, BMC Remedy/Helix, ServiceNow, or Axios.
- Understanding of database and server technologies, as well as internet and network technologies.
- Experience with Business Object components including lists, forms, and layouts.
- Proficiency in configuring Pick Lists, Managing Counters, and Expressions.
- Experience with Business Objects and Relationships.
- Management of system settings and application logs.
- Data importing and exporting, searching, reporting, and establishing workflows.
- Experience with dashboards.
- Windows Server and Desktop administration experience.
- Background in IT with a focus on customer support.
- Proficient user of Microsoft Windows and common applications (Word, Excel, etc.).

Preferred Qualifications:
- Knowledge of Ivanti and On Preism.
- Familiarity with ITSM, CMDB, and ITIL business processes.
- Experience troubleshooting Microsoft Internet Information Services (IIS) and associated protocols.
- Knowledgeable in Scrum methodologies.
- Experience with Active Directory, Group Policy, and User Profiles.
- SQL Database experience.
- SQL and IIS troubleshooting experience.
- Networking issue troubleshooting skills.
- Strong troubleshooting and root cause analysis skills.
- Familiarity with AWS, Azure, and VMWare.
- Experience providing SaaS support is desirable.
- Exposure to Microsoft Windows internals (registry, drivers, config, group policies, etc.).
- Knowledge of Microsoft Windows server and client OS administration.
- Microsoft Certified Professional (MCP, MCSA, MCSE, or MCDBA).

Preferred Certifications:
- Ivanti Neurons for ITSM - Administrator Certification.

Education Requirements:
- Bachelor's Degree in Information Technology with ten (10) years of relevant work experience.

Educational Substitutions:
- Associate degree plus four (4) years of additional work experience.
- High School diploma or GED, with formal IT-related trade school training (i.e., IT-related post-secondary, non-degreed award/certificate program, industry-recognized certifications, and commercially available training programs) and six (6) years of additional work experience.

PSI Pax, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information. PSI Pax, Inc. is an E-Verify Participant.

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