SRA International, Inc., A CSRA Company IT Service Management Administrator for National Library of Medicine in Bethesda, Maryland
Clearance Level Must Currently Possess:
No Active Clearance Required
Clearance Level Must Be Able to Obtain:
No Active Clearance Required
Engineering & Sciences
GDIT is seeking an IT Service Management Administrator to join the Customer Support Team at the National Library of Medicine (NLM). In this role you will provide customer support to NLM users and staff.
NLM's mission is to be the nation's primary library supporting biomedical schools across the US. The Customer Support Administration Team is responsible for customizing their Customer Relationship Management System, ServiceNow, to provide tailored ITSM based world class customer support.
Apply ITIL Best practices to NLM IT Service management.
Analyze and document business/IT processes, formulate KPIs and metrics
Collect and analyze business requirements and translate them into workflow
Perform unit and system testing for workflow and customization projects.
Provide advance troubleshooting support for problems that arise in ServiceNow and related processes, tracking down the root cause of coding or configuration failures.
Contribute to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components.
Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services.
Assists with ITSMS development projects by providing administration and testing support.
Train users on ServiceNow tool usage, create user documentation, guides and knowledge articles.
Required Qualifications and Experience:
BS and five years in a related field or MS and three years experience in a related field or the equivalent combination of education and experience.
Prior experience as an IT Service Management Systems (ITSMS) ServiceNow Administrator.
Prior experience with diagnoses and troubleshooting customer problems with the ServiceNow tool.
Experience in analyzing and creating workflow processes
Minimum of two years experience in production enterprise tool and customer support.
Ability to provide systems documentation to support successful implementation of changes.
ITIL Foundations certification
Desired Qualifications and Experience:
Experience with Dynamics 365
ITIL Intermediate certification
Attributes for Success:
- Excellent Oral and Written communication skills.
Position is for full time employment and will be based at our client's office in Bethesda, MD
Fexible work schedule Monday through Friday around core business hours.
# of Openings:
Scheduled Weekly Hours:
T elecommuting Options:
Telecommuting Not Allowed
USA MD Bethesda - 9000 Rockville Pike (MDC039)
Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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