ServiceNow ITSM Consultant
Location
Virginia | United States
Job description
Peraton is seeking a ServiceNow IT Service Management (ITSM) Consultant to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This Program to provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The ServiceNow ITSM Consultant will provide expert level support across the program to the CAEIO functional leads and their teams in multiple ServiceNow Module areas (Incident, Problem, Knowledge Management and Service Request) for better utilization of the capabilities. As a ServiceNow Consultant, you will be responsible for working directly with managers and the client to overcome their most difficult challenges using the latest approaches as a solutions builder. Position will not be responsible for configuration directly in ServiceNow, but candidate must have extensive experience with writing requirements for developers to configure.
Responsibilities:
- Perform day to day support, working with the functional teams to develop automation and ServiceNow solutions, and coordinate support and development effort with the ServiceNow Administrators and developers on behalf of the Office of Consular Systems Technology/Service Operations division.
- Work closely with ServiceNow functional teams to build requested items and tasks using workflows to manage key processes.
- Write requirements and closely work with ServiceNow administrative team to configure and improve core of custom applications.
- Write requirements to leverage ServiceNow business rules, scripts, UI actions, workflows, integrations, and process automation to improve service delivery.
- Provide requirements for dashboards and reporting, and act as a backup resource developing dashboards, as necessary.
- Create and/or deliver customized ServiceNow training for knowledge enhancement of Service Center Leaders and analysts. Training could include preparing job aids, standard operating procedures, tips and tricks presentations, and short training videos.
- Perform trend analysis of ticket volumes and performance at both the team and program levels.
- Recommend IT Service Management process improvements across the program capitalizing on ServiceNow capabilities to enhance customer experience and drive service level improvements. Prepare for, plan, implement and train staff on approved process improvements.
- Support Service Desk Managers with ServiceNow expertise to answer questions regarding feasibility for proof-of-concept designs and/or to enhance team’s knowledge of ServiceNow features/capabilities.
- Create detailed documentation and formal note taking of all proof-of-concept discussions and general client meetings to support the Service Center management team.
- Must be comfortable with job shadowing in Service Desk, Knowledge Management and other functional areas to learn current processes and offer recommendations.
Core Work Schedule: First Shift, 7am-4pm, Monday-Friday
Work Location: This position is hybrid with remote work and up to two days per week in the office in Sterling, VA.
Required Qualifications:
- US citizenship and an active SECRET Government Security Clearance.
- A minimum of three years of experience working with Microsoft Excel and Word.
- Possess strong communication skills to engage in client solutions with confidence and articulate collaborative solutions.
- ServiceNow expertise in IT Service Management.
- A minimum of two years of experience working with ServiceNow IT Service Management – Incident Management, Service Request/Catalog and Knowledge Management module.
- Ability to analyze Service Center business requirements and leverage ServiceNow capabilities to solve client problems, or in support of new service offerings.
- Understands the entire Incident Lifecycle Management cycle and Knowledge Management Suite.
Desired Qualifications:
- Possesses an ITIL v4 Intermediate Level Certification (or higher).
- ServiceNow Certified System Administrator or Applications Specialist or Implementer.
- Experience implementing ServiceNow Live Chat and/or Virtual Agent.
Education: Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD. 12+ plus years with a High School Diploma.
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
$112,000 - $179,000. This represents the typical salary range for this position based on experience and other factors.
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