ServiceNow Incident and Change Management Specialist

NexGen Data Systems is seeking a ServiceNow Incident and Change Management Specialist to troubleshoot and resolve DLA enterprise infrastructure incidents, service tickets, tasks, and approved system changes.

The ServiceNow Incident and Change Management Specialist will perform hands-on technical investigation, maintain daily ServiceNow updates, coordinate with internal teams and external vendors, develop Enterprise Change Requests, support Change Control Working Group reviews, and execute approved changes without causing unauthorized impacts to DLA networks or mission services.

Roles & Responsibilities:

• Diagnose and resolve incidents, tickets, tasks, application issues, user problems, connectivity issues, and infrastructure support requests.
• Research reported problems, determine probable cause, and recommend or initiate corrective action.
• Update all assigned ServiceNow records every business day until resolution.
• Document troubleshooting steps, technical findings, customer communications, dependencies, corrective actions, and final resolution.
• Coordinate with application administrators, systems administrators, network teams, cybersecurity personnel, cloud personnel, vendors, and Government stakeholders.
• Develop and submit Enterprise Change Requests for system changes, software updates, installations, maintenance, and decommissions.
• Develop implementation plans, testing steps, validation criteria, outage requirements, rollback procedures, and risk documentation.
• Attend Change Control Working Group meetings and brief requested changes as required.
• Respond to technical questions and revise change documentation needed to obtain approval.
• Execute approved changes during authorized maintenance windows.
• Verify that completed changes achieve the intended result without unauthorized network, security, or mission impact.
• Monitor post-change system performance and document implementation results.
• Escalate incidents that require specialized application, systems, SecureView, communications, cloud, vendor, or cybersecurity support.
• Contribute incident and change data to monthly reports, trend analysis, and quality metrics.
• Provide procedures, resolved-ticket examples, change records, and hands-on knowledge transfer during transition-out.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Desired/Required Skills:

• Place of Performance: Full-time off-site position at the contractor’s approved place of performance. Work outside normal business hours may be required for maintenance and changes.
• Clearance Required: Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity: Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• Required Computing Environment Qualification: Must maintain applicable DLA-approved Computing Environment and tool qualifications.
• Required DoD 8140 Qualification: Must meet applicable DoD 8140 workforce requirements before receiving system access.
• Privileged Access Qualification: Must maintain an approved IAT Level II or IAT Level III baseline certification and applicable CE Administrator qualification when assigned privileged duties.
• Required Experience: Minimum six years of progressive information processing or information technology support experience.
• Specialized Experience: At least three years supporting diverse hardware, software, applications, operating systems, or infrastructure solutions.
• Hands-On Experience: At least two years installing, troubleshooting, diagnosing, maintaining, or training users on hardware and software.
• Required ServiceNow Experience: Hands-on experience with incidents, tickets, tasks, changes, work notes, assignment groups, service levels, and closure documentation.
• Required Change Management Experience: Experience developing and executing formal change requests, implementation plans, test plans, risk assessments, maintenance windows, and rollback procedures.
• Desired Skills: ITIL, ServiceNow, Windows, Linux, application support, networking, vendor coordination, root-cause analysis, and Government change-control processes.

About the Company:

NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.

Benefits:

• Company covers 100% of premiums for the employee’s medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.
• Company provides short and long term disability plans.
• 401(k) match up to 10% of the employee’s salary contributions to 401(K) plan.
• Comprehensive training and development program.
• 11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

NOTE: US Citizens and those authorized to work in the US are encouraged to apply. In order to be qualified for this position, you must be able to obtain and maintain a United States Department of Defense (DoD) security clearance. We are unable to sponsor Visas at this time. NexGen Data Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.