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We are seeking a highly skilled IT Service Management (ITSM) Administrator to support a key Department of Homeland Security (DHS) program. The ITSM Administrator will manage and maintain ITSM processes and tools, ensuring the delivery of efficient IT services in alignment with ITIL best practices and DHS requirements. The ideal candidate will be responsible for configuring ITSM platforms, monitoring performance, and assisting in continuous improvement initiatives to enhance IT service delivery.

• ITSM Tool Administration:
• Administer, configure, and optimize ITSM platforms (e.g., ServiceNow, Remedy) to ensure efficient operation and alignment with DHS requirements.
• Create and manage service request workflows, incident tracking, and change management processes in the ITSM tool.
• Monitor ITSM platform performance, resolve issues, and provide technical support to end-users and service desk teams.
• Incident, Problem & Change Management:
• Support the day-to-day operation of ITIL processes, including incident management, problem management, and change management.
• Assist in the identification, logging, categorization, and resolution of incidents, ensuring compliance with service level agreements (SLAs).
• Manage the change request process by tracking, documenting, and scheduling changes to ensure minimal disruption to DHS operations.
• Service Level Management:
• Track and report on service delivery metrics, including response times, resolution rates, and other KPIs, ensuring adherence to SLAs.
• Assist in generating regular reports for DHS stakeholders and program leadership, identifying trends and providing recommendations for service improvements.
• Configuration Management:
• Maintain the configuration management database (CMDB), ensuring that all IT assets and dependencies are accurately documented.
• Support the maintenance and accuracy of IT asset inventories, enabling better decision-making and resource allocation.
• Ensure proper integration between the CMDB and other IT systems to provide a complete view of IT services.
• Knowledge Management:
• Assist in developing and maintaining a knowledge base of common issues, fixes, and troubleshooting procedures for use by the service desk and end-users.
• Document processes, procedures, and configurations related to ITSM functions, ensuring clarity and compliance with DHS standards.
• Continuous Improvement:
• Participate in ITSM process reviews to identify areas for improvement and implement process enhancements.
• Assist the ITSM Lead in optimizing IT service delivery through automation, workflow refinement, and process standardization.
• Collaboration & Support:
• Collaborate with IT teams, service desk staff, and DHS stakeholders to ensure smooth service delivery and alignment with program goals.
• Provide Tier 2/3 support for escalated ITSM-related issues and assist with troubleshooting complex service management problems.
• Ensure all ITSM operations align with DHS policies, security protocols, and compliance standards.

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience:
• 3+ years of experience in IT service management administration, with experience in federal programs preferred.
• Proven experience administering ITSM platforms such as ServiceNow, Remedy, or similar.
• Strong understanding of ITIL processes and best practices in incident, problem, change, and configuration management.
• Technical Skills:
• Proficiency in ITSM tools, including workflow creation, service catalog management, and reporting.
• Experience in maintaining and administering configuration management databases (CMDB).
• Basic scripting or programming experience (e.g., PowerShell, JavaScript) to support ITSM tool automation and configuration.
• Familiarity with Windows Server, Active Directory, and other IT infrastructure components.
• Certifications:
• ITIL v3 or v4 Foundation certification required.
• Relevant certifications such as ServiceNow System Administrator or similar are a plus.

• Clearance:

• Must be able to pass the DHS law enforcement background check.

USD $50,595.00/Yr.

USD $96,086.00/Yr.

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.

The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.