Empower AI
Lead ITSM Application SME
Empower AI, Arlington, Virginia, United States, 22201
Lead ITSM Application SME
Job ID:
2022-6756Job Locations:
US-VA-ArlingtonCategory:
IT: Administrator / Analyst / Architect / EngineerType:
Regular Full-TimeOverview
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.Empower AI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.Responsibilities
Empower AI:
As the Lead ITSM Application SME, you will be a key member of the Empower AI team providing support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract. JSP operates and defends the Department of Defense's (DOD) key cyber terrain and provides information technology (IT) services to Pentagon and National Capital Region (NCR) customers. For Platform Services, Empower AI will provide an integrated, structured approach to operating, managing, and maintaining the JSP-supported infrastructure across all managed platforms, as well as assist in defining requirements for future upgrades and enhancements based on operational and customer trends.Highlights of Responsibilities:Provide technical expertise in the architecture, deployment, and sustainment of geographically dispersed, load balance, active-active clustered site failover architecture, single sign-on, and CAC implementation of the JSP ITSM application.Operate and maintain the JSP ITSM applications and the Arlington National Cemetery (ANC) Remedy application.Aid in infrastructure and software version upgrades with both BMC Remedy and Right Star applications as required by the vendor.Utilize Advanced Reporting Analytics to build and execute canned and custom reports for all JSP directorates and supported customers.Provide reports detailing incidents, work orders, and requests associated with the ticketing and tracking system production application.Provide production System Administration and written verification that all upgrades or patches have been tested prior to installation.Provision user accounts (on average 200 - 300 per month) within 48 hours with a minimum monthly performance standard of 80% closure rate.Provision new queues (on average 50 - 100 per month) within 24 hours of approval from ERAC.Participate in the JSP Enterprise Remedy Tool Change (ERTC) committee meetings.Monitor the application for performance, capacity, and user experience.Provide development capabilities to manage process requirements and new functionality.Assist customers in maintaining security compliance during RMF accreditation process.Create, update, modify, and maintain application and configuration documentation.Provide system performance metrics to measure availability, performance, and security of all business systems and applications.Perform problem management to identify potential issues and efficiencies within applications.Support and maintain mission-essential applications designated as business systems for COOP.Provide Remedy version upgrades when newer versions are available and approved by DoD.Provide knowledgeable Remedy SMEs on all current and future versions of Remedy.Support three classifications of configuration management database (CMDB).Provide JSP knowledge on new modules of BMC software and make recommendations on upgrades.Qualifications
Minimum Requirements:Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and 2 - 7 years of progressively more responsible experience in computer system engineering.Information Assurance (IA) Certification: DoDI 8570 IAT II certification.Recent and relevant technical certification.Top Secret security clearance.Demonstrated direct experience with ITSM application System Suite design and architecture and BMC Remedy ITSM Suite.Excellent oral and written communication skills.Minimum three years of work-related experience in ITSM application Servers, Storage Area Networks, and systems management.Ability to provide sound opinions and recommendations to Government decision authorities.Knowledge of current information technologies, computing platforms, and network systems.Demonstrated ability for oral and written communication with high levels of management.Preferred Qualifications:ITILv4 certificationPhysical Requirements:Sitting for long periodsStanding for long periodsAmbulate throughout an officeTravel by land or air transportation 25% or lessAbout Empower AI
It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category. Empower AI is a VEVRAA Federal Contractor.
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Job ID:
2022-6756Job Locations:
US-VA-ArlingtonCategory:
IT: Administrator / Analyst / Architect / EngineerType:
Regular Full-TimeOverview
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.Empower AI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.Responsibilities
Empower AI:
As the Lead ITSM Application SME, you will be a key member of the Empower AI team providing support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract. JSP operates and defends the Department of Defense's (DOD) key cyber terrain and provides information technology (IT) services to Pentagon and National Capital Region (NCR) customers. For Platform Services, Empower AI will provide an integrated, structured approach to operating, managing, and maintaining the JSP-supported infrastructure across all managed platforms, as well as assist in defining requirements for future upgrades and enhancements based on operational and customer trends.Highlights of Responsibilities:Provide technical expertise in the architecture, deployment, and sustainment of geographically dispersed, load balance, active-active clustered site failover architecture, single sign-on, and CAC implementation of the JSP ITSM application.Operate and maintain the JSP ITSM applications and the Arlington National Cemetery (ANC) Remedy application.Aid in infrastructure and software version upgrades with both BMC Remedy and Right Star applications as required by the vendor.Utilize Advanced Reporting Analytics to build and execute canned and custom reports for all JSP directorates and supported customers.Provide reports detailing incidents, work orders, and requests associated with the ticketing and tracking system production application.Provide production System Administration and written verification that all upgrades or patches have been tested prior to installation.Provision user accounts (on average 200 - 300 per month) within 48 hours with a minimum monthly performance standard of 80% closure rate.Provision new queues (on average 50 - 100 per month) within 24 hours of approval from ERAC.Participate in the JSP Enterprise Remedy Tool Change (ERTC) committee meetings.Monitor the application for performance, capacity, and user experience.Provide development capabilities to manage process requirements and new functionality.Assist customers in maintaining security compliance during RMF accreditation process.Create, update, modify, and maintain application and configuration documentation.Provide system performance metrics to measure availability, performance, and security of all business systems and applications.Perform problem management to identify potential issues and efficiencies within applications.Support and maintain mission-essential applications designated as business systems for COOP.Provide Remedy version upgrades when newer versions are available and approved by DoD.Provide knowledgeable Remedy SMEs on all current and future versions of Remedy.Support three classifications of configuration management database (CMDB).Provide JSP knowledge on new modules of BMC software and make recommendations on upgrades.Qualifications
Minimum Requirements:Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and 2 - 7 years of progressively more responsible experience in computer system engineering.Information Assurance (IA) Certification: DoDI 8570 IAT II certification.Recent and relevant technical certification.Top Secret security clearance.Demonstrated direct experience with ITSM application System Suite design and architecture and BMC Remedy ITSM Suite.Excellent oral and written communication skills.Minimum three years of work-related experience in ITSM application Servers, Storage Area Networks, and systems management.Ability to provide sound opinions and recommendations to Government decision authorities.Knowledge of current information technologies, computing platforms, and network systems.Demonstrated ability for oral and written communication with high levels of management.Preferred Qualifications:ITILv4 certificationPhysical Requirements:Sitting for long periodsStanding for long periodsAmbulate throughout an officeTravel by land or air transportation 25% or lessAbout Empower AI
It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category. Empower AI is a VEVRAA Federal Contractor.
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