51 to 75 of 75 Permanent Remedy ITSM Jobs

USDA's IT policies and standards. Coordinate with subcontractors and stakeholders to ensure unified project goals, incorporating a "One Badge" approach for seamless team integration. Utilize the USDA-provided ITSM system (BMC Remedy Helix or equivalent) for tracking, reporting, and managing incident and service request tickets. Ensure compliance with USDA's requirements for asset tracking, customer notifications … CMMI Level 3. Strong organizational and leadership skills, with experience managing Tier 2 and Tier 3 technical support teams. Familiarity with federal IT service management platforms, including BMC Remedy or ServiceNow. Excellent communication skills, with the ability to engage and build relationships with stakeholders and team members. The salary range for this role is $155k to $163k. DecisionPoint More ❯

related problems. Lead a team of Tier 2 support specialists, providing mentorship, technical direction, and ongoing training to ensure consistent, high-quality support. Utilize USDA's IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to manage and document incident, change, and work order tickets, ensuring accurate and thorough records. Conduct root-cause analysis for … experience, with at least 2 years in a senior or team lead role within a Tier 3 environment. Proficiency in using IT service management tools, such as BMC Remedy Helix or ServiceNow, for ticket tracking and resolution. Advanced troubleshooting and diagnostic skills for complex IT issues, including hardware, software, and network challenges. Familiarity with USDA standards and policies More ❯

initiatives. Produce and distribute management information from service management tools. Skills and Experience - Junior Incident Manager ITIL v3 Foundation certification (minimum). IT service desk background with experience in ITSM tooling such as Remedy is preferred Experience of any ticketing system would be considered If no IT background extensive admin/organisation skills coupled with Ex-Military More ❯

Management (ITAM) or a related discipline Background managing IT assets in federal or Department of Defense (DoD) environments (maritime mission systems experience preferred) Proficiency with enterprise IT service management (ITSM) platforms (e.g., ServiceNow, BMC Remedy/Helix, Jira Service Management) and experience with CMDB design/implementation Strong knowledge of ITIL v4 practices, particularly configuration management, change More ❯

service to U.S., partner, and FMS stakeholders. REQUIRED QUALIFICATIONS Associate's degree ( Bachelor's preferred) in IT or related. 3+ years helpdesk or IT service support experience. Proficiency with ITSM tools (ServiceNow, Remedy). Strong customer service and troubleshooting skills. DoD 8570: IAT Level I (A+ CE, Network+ CE, or equivalent). Active Secret clearance. COMPETENCIES Helpdesk …/ITSM systems (ServiceNow, Remedy) Tier 1/2 troubleshooting (Windows, Linux, networks) Customer service & user training Ticket management & escalation procedures Knowledge base maintenance and documentation Overview We are seeking a IT Service Support Specialist to join our team at the F-35 Joint Program Office (JPO) . T ekSynap is a fast-growing high-tech company More ❯

II technical support for hardware, software, network connectivity, and user access issues • Resolve escalated trouble tickets from Tier I support and document resolutions using ticketing systems (e.g., ServiceNow, Remedy) • Perform system diagnostics, basic scripting, patching, and software installations • Support Active Directory tasks such as account creation, group policy troubleshooting, and permissions • Assist in workstation imaging, hardware refresh, and … user interactions, resolutions, and follow-up actions • Collaborate with Tier III engineers and system administrators for issue escalation and knowledge sharing • Follow FBI security procedures and adhere to federal ITSM and documentation standards Required Qualifications: • Active TS/SCI with Polygraph clearance (mandatory, no exceptions) • U.S. Citizenship (required for all federal positions) • 3+ years of IT help desk experience … of Microsoft Windows OS, Microsoft 365, Outlook, Teams, and standard desktop applications • Familiarity with Active Directory, DNS, DHCP, and basic network troubleshooting • Experience using ticketing and IT service management (ITSM) systems • Excellent communication, documentation, and customer service skills • Ability to work in a high-security, fast-paced environment with minimal supervision Preferred Qualifications: • CompTIA Security+, A+, or other relevant More ❯

technical support requests via telephone, email, and in-person interactions. Identify, research, and resolve technical issues related to hardware, software, and network access. Utilize USDA's IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to document, track, and monitor issues for timely resolution. Update tickets regularly with troubleshooting steps, ensuring accuracy and completeness of … of workstations, peripherals, and telecommunications equipment, including assisting with configurations and connectivity issues. Maintain up-to-date asset records by tracking equipment movements, deployments, and disposals in USDA's ITSM asset module. Assist in managing the loaner equipment program, ensuring devices are ready for immediate use. Follow USDA's protocols for escalating unresolved issues to Tier 2 Mid or … Degree in Information Technology, Computer Science, or related field, or equivalent experience. Minimum of 1 year of IT support experience. Familiarity with IT service management tools (e.g., BMC Remedy Helix or ServiceNow). Basic troubleshooting skills for common IT issues, including hardware and software problems. Strong customer service orientation with excellent communication skills. Certifications preferred: CompTIA A+, ITIL More ❯

experienced Service Management Lead (SML) to oversee enterprise IT service delivery and ensure alignment with mission objectives. The SML will be responsible for governing and enhancing IT service management (ITSM) practices, integrating multiple service providers, and driving consistency, reliability, and quality across all IT services. This role ensures that infrastructure and IT operations are supported by a robust, customer … delivery across multiple vendors and service towers Ensure services are delivered in accordance with DESMF and ITIL to achieve Service Level Agreements (SLAs) Serve as the primary liaison for ITSM governance, collaborating with stakeholders, program leadership, and technical teams to align IT services with mission outcomes Establish governance and process frameworks necessary to integrate services and enable seamless operations … governance forums to ensure stakeholder alignment and accountability Champion a customer-first culture in service management, ensuring mission owners and business units receive timely, effective, and transparent support Lead ITSM teams and drive enterprise-wide adoption of service management best practices Design and implement service reporting frameworks that link IT performance to mission outcomes Service Management Lead Required Skills More ❯

and Performance Management Lead with 10+ years of experience in multi-supplier environments. This key position will oversee the development, integration, and management of ITIL-based IT Service Management (ITSM) processes across the program, while also leading the implementation and management of performance metrics for the program. The ideal candidate will be responsible for driving service level and performance … strategy, aligning with the customer's documented strategy while supporting service optimization. The role demands an ITSM-certified leader who can optimize service integration, foster collaboration among diverse stakeholders, and drive continuous improvement initiatives. Key responsibilities include defining and implementing ITSM best practices, managing service level agreements, overseeing performance metrics, and providing strategic guidance on technology adoption. The … of the Network Services on its ability to succeed. Support the organizational change initiatives required to deliver, improve, and maintain the customer's operations. Oversee the successful delivery of ITSM processes and services across the network services. Manage the organization in an operational state, including any required staffing, processes, and strategic direction. Oversee the Service functions including governance, customer More ❯

a supervisory or shift lead role. Experience supporting federal IT environments, Tiered support models, and operational response frameworks. Familiarity with enterprise monitoring tools (e.g., SolarWinds, BMC Helix, Nagios) and ITSM platforms (e.g., Remedy, ServiceNow). SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our More ❯

lifecycle, enabling successful and seamless transition into live operations. You will act as the central point for all service design and transition activities, collaborating across engineering, solution architecture, security, ITSM, and programme management teams. This is a hands-on, strategically important position that will shape how services are introduced and maintained in a complex and fast-moving technology environment. … solutions. Solution Architects & Security: to influence technical design from a service operations perspective. Programme Manager & Scrum Master: to align service readiness with delivery milestones. Head of Live Service and ITSM Function Leads: to ensure operational acceptance criteria are met. Technical Leads: to define support models and ensure documentation and handover requirements are clearly understood. Requirements Management: Define and manage … or ITIL Expert certification. Experience working in secure or regulated environments (e.g. public sector, finance, defence, healthcare). Experience with service toolsets such as ServiceNow, Manage Engine, BMC Remedy, or equivalent. Clearance Requirements: Clearance to Start- DV Clearance for Role- DV Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share More ❯

should have the following qualifications and attributes tailored to enterprise IT environments: Enterprise IT Help Desk/Service Desk: 5-7 years of progressive experience in IT Service Management (ITSM) roles, including Quality Assurance, Service Delivery, or IT Operations management. Experience managing large-scale enterprise service desks with at least 10+ Full-Time Equivalents (FTEs). Expertise in ensuring … for monitoring and reporting (e.g., New Relic, SolarWinds). IT Service Management: Advanced understanding of ITIL frameworks (certified in ITIL v3 or ITIL 4). Knowledge of enterprise-level ITSM tools and integration into broader IT ecosystems. Analytical & Problem-Solving: Expertise in analyzing ticket trends, resolving incident escalations, and optimizing workflows to improve service delivery. Ability to assess SLA … experience can be traded for degree. Certifications Required: ITIL Foundation Certification (able to obtain within 30 days) Preferred: Service Desk-specific certifications such as HDI Support Center Manager or ITSM certifications. Quality Assurance certifications such as Six Sigma Green Belt, Lean Six Sigma, or ASQ CMQ/OE (Certified Manager of Quality/Organizational Excellence). Personal Attributes Customer More ❯

and collaborating closely with leadership to deliver a world-class IT customer support experience. Enterprise IT Customer Support Operations 5-7 years of progressive experience in IT Service Management (ITSM) or IT Operations roles. Demonstrated experience supervising enterprise IT Help Desk or Service Desk operations. Proven ability to manage day-to-day service delivery, staffing, and scheduling for teams … Move/add/change services for IT equipment. Coordinate daily with WMATA leadership through meetings, calls, and written reports. IT Service Management & Tools Proficient in IT Service Management (ITSM) systems such as ServiceNow, Remedy, or equivalent. Knowledge of service desk performance reporting and dashboarding. Solid understanding of ITIL principles and how they apply to enterprise service … preferred). Certifications Required: ITIL v4 Foundation (must be obtained within 30 days of hire). Preferred Certifications: Service Desk-specific certifications, such as HDI Support Center Manager or ITSM certifications. Personal Attributes Customer-Focused Mindset: Passionate about delivering exceptional customer service and enhancing user experience. Strong Communicator: Skilled at engaging with technical staff, leadership, and non-technical stakeholders. More ❯

Operations major incident call out rota (on call 1 week in every 8) Monitor change metrics and KPIs to identify trends, improve processes, and reduce change-related incidents Utilise ITSM tools (e.g., ServiceNow, BMC Remedy) to manage change workflows, approvals, and reporting What skills & qualifications you will need: Demonstrated experience in IT Change Management within an ITIL … ITIL v3 or v4 frameworks, with certification required Excellent organisational, coordination, and stakeholder influencing skills Strong communication and engagement abilities with stakeholders at all levels Hands-on experience with ITSM platforms such as ServiceNow, Cherwell, or BMC Remedy Proven ability to assess technical risk and impact across both infrastructure and application environments Although we operate 24 hours 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 BMC Remedy 3+ years in large-scale MoM monitoring environments Experience supporting Java App Servers, VMware, Oracle, Unix/Linux, IBM MQ 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. Primary Responsibilities: - Support Tier I-III system, networking, and engineering personnel to … 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 … or IT support role. Specific experience, education and training may be considered in lieu of degree. Oral and written communication for change procedures, and management updates Experience with Remedy Ticket system. Proficient in Active Directory and managing user accounts and security groups for the agency. Familiarity with monitoring tools (e.g., SolarWinds, Nagios, Splunk, or similar). Understanding of More ❯

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 … communication for change procedures, and management updates to all levels of government and contractor leadership. Familiarity with monitoring tools (e.g., SolarWinds, Nagios, Splunk, or similar). Experience with Remedy Ticket system. Proficient in Active Directory and managing user accounts and security groups for the agency. Understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and network protocols. Strong 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 ❯

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 ❯

tool to track Key Performance Indicators (KPIs), metrics, and other reporting data in the Defense Property Accountability System (DPAS) as well as the application for Information Technology Service Management (ITSM) (BMC Remedy). Perform independent verification of the Asset Compliance Program for DPAS custodial accounts to ensure alignment with higher echelon Asset Compliance Programs. Review, update and … limited segment in one of the major areas of supply management. Provide inventory reports and research and resolve discrepancies. Track all IT asset transactions in the software application for ITSM and DPAS throughout the assets' life cycle. Maintain warehouse stock level inventory to ensure available stocks to avoid work stoppage due to lack of materials. Provide report of stocks More ❯

spares. Support International Partners (IP) Navy Multiband Terminal (NMT) systems support to include responding to IP email notifications of failed parts, creating and routing offline Information Technology Service Management (ITSM) forms. Coordinating Installation Check Out Spares (INCOS) support to include COLTS updates, INCOS international shipments, and the failed assets returned to NIWC LANT, CH for No Evidence of Failure … and tracking of NMT X-Band High Power Amplifier Power Condition Units, to include COLTS modifications updates Coordinating NMT EBEM inventory and management to include creating and submitting offline ITSM tickets in tracking failed EBEM repair efforts. REQUIRED SKILLS/YEARS OF EXPERIENCE Must have a minimum of three (3) years performing Logistics Acquisition and Sustainment support functions to … life cycle phases (concept to disposal): Integrated Logistics Support (ILS); Data Management (DM); Project Management; In-Service Engineering Agent (ISEA) fielding and sustainment support; 3+ years of experience using ITSM (Previously REMEDY), COLTS, NDE, SAILOR, ICAPS, CDMD-OA, CMPRO, SPIDER, TDMIS, SME 3 DAS, FEDLOG, WEBFLIS, Haystack, One Touch, and Asset Visibility; develop written instructions, procedures, spreadsheets More ❯

services to enable mission success and improve end user experience across the customer environment. On this program, we will deliver capabilities and services to implement and operate an enterprise ITSM solution, enterprise service desk and endpoint management to enable the DoD customer's IT operations. Responsibilities: As a ServiceNow Technical Solutions Architect for an agile team, you will be … short sprints. Good ability to anticipate issues and formulate remedial actions Excellent technical, diagnostic, and troubleshooting skills Experience with Remedy to ServiceNow migration with a focus on ITSM core competencies and complex data sets. Requires on site (Chantilly, VA) work location 5 days a week to be in proximity of self-hosted ServiceNow instances and environment. Desired More ❯

Management control. • Lead a team in review and researching Change Requests and other work vehicles to complete Configuration Management and drawing/modeling update tasks using the BMC Remedy ticketing system. • Lead a team to consult with engineers to understand configuration changes to update all related drawings and models. • Lead a team that is updating and maintaining the … Configuration Management System (CMDB) in BMC Remedy . Qualifications: • Must have ability to obtain a Secret Clearance Years of experience: 5+ years Certification Requirements: Desired: Current DoD 8570 approved IAT Level II certification such as Security+, ITIL Education Requirements: BS Degree preferred Security Requirements: US Citizen and ability to obtain a Secret Clearance Salary Range: $120,000 to More ❯

Document and communicate degradation of services or outage issues information to customers and help with resolution. Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process. Follow ITSM and ITIL processes to ensure quality of services and prompt resolution. Ensure your assigned tickets stay within the program's AQL/SLA commitments. Open and close tickets in … Remedy and/or Service Now. Ensure all tickets, requests, and work orders are properly documented. Create or coordinate the development of Knowledge Base Articles (KBA) Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds. Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC More ❯

Systems Administrator/Mission Support Operator - $10K Sign-on bonus Classified work and therefore must be on-site Mission Support Operator (MSO) provides 24/7, 365, 12hrs shift, Tier 1/2 operational support to end customers and users More ❯