Must be a US Citizen who currently possesses a Secret Clearance.
Statement of Work:
ITSM Project within the USAID IT O&M Program that will implement a new ITSM tool and integrate ITIL best practices for Problem, Change, Incident, Asset, and Configuration Management within USAID.
The USAID Program is focused on the Operations and Maintenance of USAID IT infrastructure and applications including:
Software Application Development
The client is engaged in ITIL Transformation and has implemented ServiceNow that focuses on the following ServiceNow areas: Problem, Change, Incident, Service Catalog, Discovery, SLAs, as well as Asset and Configuration Management. This role is for a technical lead that can maintain and enhance the existing configured applications as well as assist in the implementation of the new ServiceNow features. The maintenance work will be heavy on break/fix, OAM work, via incident/problem/request tickets. ServiceNow development should be a core skill to support the break/fix and potential enhancements.
The ServiceNow Administrator/Developer:
?Leading the technical development of ServiceNow
?Producing management information from ServiceNow, including KPIs and reports
?Troubleshooting and maintaining existing configuration
?Developing Functional and technical designs for a ServiceNow Solution
?Developing custom workflows within ServiceNow as needed
?Assist with the implementation of ServiceNow Discovery
?Assist with training from a technical stance as needed
The ServiceNow Administrator/Developer should have a strong developing ServiceNow as well as some ITIL, ITSM, or Service Desk COTS tools. Experience with ServiceNow Discovery desired but not required.
Required skills/Level of Experience:
ServiceNow Design and Development (ServiceNow) ? 1 ? 3 years
Nice to have skills:
ServiceNow Discovery Experience ? 1-3 years
ITIL Tool Design and Development ? 3 ? 5+ years
Excellent verbal and written communication skills