ServiceNow IT Operations Management (ITOM) Engineer

ServiceNow IT Operations Management (ITOM) Engineer

Job Category: Engineering

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:

CACI is seeking a ServiceNow IT Operations Management (ITOM) Engineer in support of Enterprise Information Technology initiatives for the customer. This Program supports the customer by providing required services across the Enterprise, implementing a consistent, repeatable, high-quality experience for users across all Mission environments. The Engineer will work with the customer to define their Configuration Management Database (CMDB) & Configuration Item (CI) needs, will train teams to deploy, configure, and ultimately troubleshoot their Management, Instrumentation and (MID) deployments, and provides support for the overall workload and execution of Operations and Maintenance (O&M) tasks on the production instance of ServiceNow. This position does not require shift work but may require being on-call on a scheduled rotation for call-in support and occasional off-hour assignments.
In this role you will coordinate with Mission Partners, Service Providers, Service Owners, and Architects to design, implement, and configure ServiceNow ITOM capabilities, working on ServiceNow Discovery and ServiceNow mapping.

Responsibilities:
• In-depth knowledge of CMDB concepts, methodologies, and best practices.
• Responsible for developing methods and strategies essential to realizing the Customer’s Configuration Item (CI) Discovery and Enterprise Configuration Management Database (eCMDB) vision
• Collaborates with Government Program Management Office (GPMO), System Owners, and technical points of contact to deploy MID Servers across 1200+ Systems, and communicate the status of those deployments to executive leadership
• Serves as the CI Discovery Subject Matter Expert (SME) responsible for training System Custodian’ technical teams to deploy, configure, and ultimately troubleshoot their MID deployments
Proactively plans capacity of ServiceNow MID servers and maintains and configures appropriately.
• Must be able to manage MID Server deployments for 20+ Systems and Technical Teams at any given time
• Must be a self-motivated, self-learner, capable of researching and resolving complex/ multi-dimensional CI Discovery issues, regardless of technical platform
Creates and maintains patterns, probes, and sensors to accommodate discovery requirements.
• Works with the Solutions Architect, Configuration Management SMEs, and vendors to develop and recommend solutions to the government, System Owner, and System Custodian on any issues/concerns
• Interacts and communicates with customers to rectify alerts and issues, escalates problems as required, and resolves significant matters by exercising independent judgment within established support practices.
• Coordinates with deployment team for approved release packages and break-fix solutions on ServiceNow in accordance with Configuration, Change, and Release Management policies and procedures
• Develops installation instructions and supporting documentation to affect system design deployments
• Works with a team to provide technical input in the areas of system design, installation, configuration, tuning, capacity planning, troubleshooting, and problem resolution
• Patches cloud servers and applications, configures software, responds to service outages, monitors system performance, and troubleshoots systems issues
• Strong skills with MS Office tools (Excel, Word, Project, Visio) and SharePoint

Qualifications:

Required:
• An Active TS/SCI Clearance with Polygraph
• Security+ or DoD 8570 IAT Level II Certification or be able to obtain certification within 3 months of hire
• Bachelor’s Degree in applicable field (computer science, engineering, cyber security, etc.) and 7+ years direct experience.
• Experience with ServiceNow ITOM Discovery, CMDB, and Service Mapping capabilities
• Excellent interpersonal and communication skills needed to work with business partners, engineering teams, and users requiring break fix actions

• Strong analytical and strategic thinking skills with a service-oriented mindset

• Team player with a strong willingness to participate and help others

• Ability to prioritize in a fast-moving environment with ahigh sense of urgency and self-motivation

Desired:

• Experience managing work tasks via ServiceNow

• Experience with enterprise technologies such as Splunk and Amazon Cloud services

• Experience with virtual infrastructure and containerization

• ServiceNow Administrator experience

• Asset Management experience

• JavaScript/AngularJS experience

• Splunk experience • RedHat Linux administration experience

• Microsoft Windows Server technologies, specifically Active Directory experience

• Scripting Skills such as Python, JavaScript, Bash, and/or PowerShell
 

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$113,200 - $237,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.