Years of Experience: 5 years of experience

Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline

Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs.

Responsibilities:
• Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1-3 services.
• Developing custom applications, automating processes, maintaining documentation, and providing training and support to users.

Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices.

Requirements

Required Skills:
• Bachelor's degree in IT, Computer Science, or related discipline
• Public trust security clearance
• Preferred Skills
• ServiceNow Certified Implementation Specialist - ITSM and ServiceNow Certified Application Developer preferred

Soft Skills:
• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance