IT Service Management Specialist

Overview

Apogee has an exciting new opportunity for an IT Service Management Specialist (ITSM) to provide support for the Executive Airlift Communications Network (EACN) support task order, which provides Command, Control, Communications (C3) services for multiple critical U.S. Government missions via multiple Air to Global Information Grid (GIG) Gateways (A2G2’s) supported by a Systems Integration Lab (SIL).

This is a full-time remote position.

*** This position is contingent upon contract award.***

Responsibilities

• Provide oversight and expertise in ITSM configuration management support, and implement, integrate, and sustain/maintain ServiceNow (or other ITSM platform).
• Implement, integrate, and sustain/maintain ServiceNow (or other ITSM platform) in support of EACN operations.
• Configure and customize EACN software to gather statistics and provide Trend Analysis in support of mission reporting and decision-making.
• Support user-submitted configuration change requests within the limitations of the software, ensuring timely and accurate implementation.
• Customize the ITSM software/platform to reflect system design changes and equipment upgrades across the EACN environment.
• Provide IT Service Management training, including ServiceNow training for the Trouble Ticket System, using Government-furnished physical devices, software, and commercial training aids.
• Support the development and maintenance of workflows, dashboards, and processes aligned with ITIL/ITSM best practices.
• Collaborate with EACN Government Engineers, GSOC personnel, and other stakeholders to ensure ITSM processes support Incident Management, Change Management, Knowledge Management, and IT Asset Management business needs.
• Maintain accurate documentation of ITSM configuration changes, trend analysis reports, and training materials.

Qualifications

Minimum Experience:

Citizenship: Must be a US citizen Clearance: Must have and be able to maintain a TS/SCI level clearance 

Education: Bachelor's Degree Years of Experience: 3-7 years of experience of relevant IT experience

Technical Experience:

• Strong working knowledge of ServiceNow (or equivalent ITSM platform) configuration, customization, and administration.
• Familiarity with ITIL best practices and IT Service Management (ITSM) processes, including Incident Management, Change Management, and Knowledge Management.
• Experience gathering and analyzing data/statistics to support Trend Analysis reporting.
• Ability to translate system design changes and equipment upgrades into software/platform configuration updates.

Preferred Qualifications: 

Education: Master's Degree 

• Prior experience supporting a DoD or Federal C3 (Command, Control, Communications) program, airlift communications network, or similar mission-critical operational environment.
• Experience with ServiceNow ITSM modules beyond basic ticketing, such as Configuration Management Database (CMDB), Asset Management, Service Catalog, or Performance Analytics/Trend Analysis dashboards.
• ServiceNow System Administrator (CSA) certification or additional ServiceNow micro-certifications (e.g., Discovery, ITOM, Service Mapping).
• ITIL Foundation (or higher) certification.
• Experience supporting a Systems Integration Lab (SIL) or similar test/integration environment.

Additional Information:Location: Joint Base Andrews (JBA) in Andrews, MDOn-site: 100 % RemoteTravel: 10% travel may be required 

*** This position is contingent upon contract award.***