Senior IT Service Management Specialist

4 weeks ago

Arlington, Virginia, United States Empower AI Inc. Full time
Job Summary

We are seeking a highly skilled Senior IT Service Management Specialist to join our team at Empower AI Inc. as a Lead IT Service Management Expert. The ideal candidate will have a strong background in IT service management, with a focus on technical expertise and leadership skills.

The successful candidate will be responsible for providing technical expertise in the architecture, deployment, and sustainment of geographically dispersed, load balance, 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 Right Star 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.
  • 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.
  • Provide production System Administration and written verification that all upgrades or patches have been tested on development, staging, and/or test systems by JSP Solutions Engineering prior to installation on the operational JSP production application platform.

Requirements:

  • Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and - 7 years of progressively more responsible experience in computer system engineering, hardware and software analysis, system installation, integration, implementation, and system maintenance.
  • DoDI 8570 IAT II 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.
  • Excellent oral and written communication skills and ability to communicate technical subjects to nontechnical staff.

Preferred Qualifications:

  • ITILv4 certification.

Physical Requirements:

  • Sitting for long periods.
  • Standing for long periods.
  • Ambulate throughout an office.
  • Ambulate between several buildings.
  • Stoop, kneel, crouch, or crawl as required.
  • Travel by land or air transportation 25% or less.

About Empower AI Inc.

It is the policy of Empower AI Inc. to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.

In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.

It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.

Empower AI Inc. is a VEVRAA Federal Contractor.

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