center infrastructure using enterprise tools and escalate incidents Participate in bridge calls to resolve incidents and restore services Record and manage incidents using BMCRemedy or equivalent ITSM platforms Maintain and update SOPs, troubleshooting guides, and documentation Support quarterly reviews and populate the knowledge base with known solutions Monitor systems across production, development, and test environments Escalate … in federal environments 3+ years with monitoring tools such as IBM Netcool, AppDynamics, HP Ops Manager, or Splunk 3+ years using incident tools such as ServiceNow or BMCRemedy 3+ years working in large-scale monitoring environments Hands-on experience with Java App Servers, VMware, Oracle, Unix/Linux, MQ, AIX, or DB2/UDB Strong verbal communication More ❯
Operating Procedures. The candidate will provide application support to various DTRA offices as designated in Service Level Agreements (SLA) with those offices. The candidate must be proficient in Remedy Ticket system. Will be responsible for creating incident tickets, reports (BMC Smart Reporting), tasks, and work orders. Required Qualifications: BS degree and 8 - 12 years or Masters with … prompt customer service to DTRA personnel by assisting them with IT-related issues. Document and communicate degradation of services or outage issues to customers and help with resolution. Follow ITSM and ITIL processes to ensure quality of services and prompt resolution. Utilize Remedy for queue and work management, ensuring assigned tickets stay within the program's AQL More ❯
project management to enhance the agency's servicemanagement practices. You'll serve as a trusted advisor, providing high-level insight, managing complex workflows, and supporting the integration of ITSM tools such as ServiceNow. You will be responsible for improving how services are communicated, delivered, and understood across the enterprise, enabling a more cohesive and effective service environment. This … process improvement efforts align with enterprise goals. Apply ITIL methodologies to analyze, document, and refine service processes, identifying gaps and recommending enhancements. Guide the integration and documentation of core ITSM processes including Knowledge Management, Incident, Problem, Change, and Configuration Management. Qualifications Active TS/SCI clearance with the ability to pass a CI Polygraph. Minimum 10 years of experience More ❯
you have a background in Enterprise ServiceManagement or SaaS technical delivery in one or more of the following areas, we want to hear from you: ServiceNow or other ITSM Toolsets (HP Service Manager, BMC/Remedy, Cherwell) The candidates should be eligible to obtain a security clearance to the BPSS level and be eligible for SC … at various levels, including technical and customer-facing. Knowledge of IT and Enterprise ServiceManagement or any large enterprise SaaS solution. Expertise and experience with ServiceNow or an equivalent ITSM toolset are essential. ServiceNow experience in ITSM, ITBM, ITOM, CSM, or HR products are highly desirable. ServiceNow Certifications in all areas are highly desirable. Experience in multiple application More ❯
providing support via phone (call center) Relevant certifications such as CompTIA A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired Experience with using ITSM Tools such as Ivanti or Remedy Help Desk is a plus! Azure VDI, Citrix experience preferred Excellent organizational and communications skills US Citizenship necessary Active Top Secret More ❯
in federal IT environments 2+ years operating in high-visibility or mission-critical roles 3+ years with monitoring tools like IBM Netcool, AppDynamics, HP Ops Manager 3+ years using ITSM platforms such as ServiceNow or BMCRemedy 3+ years in large-scale MoM monitoring environments Experience supporting Java App Servers, VMware, Oracle, Unix/Linux, IBM MQ More ❯
business objectives. Collaborate with process owners to embed architectural standards into operational practices. Define the architectural framework for all SIAM tooling, including but not limited to ITServiceManagement (ITSM) platforms and Business Workflow Frameworks (BWF). Ensure that tools are integrated, scalable, and support the full lifecycle of service delivery and integration. Establish and govern design standards for … a SIAM or multi-supplier environment. Strong understanding of ITIL processes and their architectural implications. Proven ability to define and govern architectural standards across complex service ecosystems. Experience with ITSM platforms (e.g., ServiceNow, BMCRemedy) and integration frameworks. Familiarity with CMDB design, data modelling, and service mapping. Demonstrable ability to understand complex technical processes/challenges and More ❯
Operating Procedures. The candidate will provide application support to various DTRA offices as designated in Service Level Agreements (SLA) with those offices. The candidate must be proficient in Remedy Ticket system. Will be responsible for creating incident tickets, reports (BMC Smart Reporting), tasks, and work orders. Additional Primary Responsibilities: - Support Tier I-III system, networking, and engineering personnel … prompt customer service to DTRA personnel by assisting them with IT-related issues. - Document and communicate degradation of services or outage issues to customers and help with resolution. - Follow ITSM and ITIL processes to ensure quality of services and prompt resolution. - Utilize Remedy for queue and work management, ensuring assigned tickets stay within the program's AQL More ❯
independently in a dynamic environment Strong interpersonal and presentation skills Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required Experience working in a customer service role desired Experience with supporting high priority tickets Required Clearance More ❯
Experience: Strong Major Incident Management background in a fast-paced IT environment. ITIL v3 or v4 certification is essential. Hands-on experience with BMCRemedy or similar ITSM tools. Excellent communication, coordination, and decision-making skills. Ability to remain composed and focused under pressure. This Role Is 100% Onsite You'll be working alongside our technical and More ❯
