ITSM Administrator

ITSM Administrator

Location: Suitland MD
Clearance: Active TS/SCI

Leidos is seeking an ITSM Administrator to join our team in Suitland MD supporting a mission focused environment for our customer. You will be responsible for the administration configuration and continuous improvement of the IT Service Management platform helping ensure the systems and processes supporting mission operations remain reliable and effective.

In this role you will manage the health and performance of the ITSM environment while supporting critical ITIL processes including Incident Problem Change Request and Asset Management. You will troubleshoot platform issues maintain asset and configuration documentation develop operational reporting and dashboards and support platform upgrades and improvements with minimal disruption to operations.

Primary Responsibilities:

• Administer the ITSM platform including user access groups permissions security controls and overall platform health.
• Troubleshoot and resolve technical issues within prescribed timelines.
• Track change requests and trouble tickets to ensure they are properly documented and managed.
• Configure and optimize core Information Technology Infrastructure Library (ITIL) modules including Incident Problem Change Request and Asset Management.
• Maintain configuration management and lifecycle documentation for Mission IT assets.
• Provide recommendations for software updates and hardware replacements.
• Create custom reports performance analytics and dashboards to monitor operational Key Performance Indicators (KPIs).
• Plan test and execute platform upgrades patches and hotfixes while minimizing disruption to business operations.

Basic Qualifications:

• Bachelors degree in a related field with 4 years of relevant experience or a Masters degree in a related field with 3 years of relevant experience. Additional training certifications or work experience may be considered in lieu of a degree.
• Active DoD Top Secret/SCI (TS/SCI) security clearance.
• Certifications: CompTIA Security ITIL V4 Foundation and ServiceNow Certified Developer/Associate.
• 3 years of administration experience with Windows Server and/or Linux/CentOS environments.
• 2 years of experience with ServiceNow reporting and performance metrics or comparable reporting tools.
• Expert level experience with ServiceNow ITSM Suite administration and development.
• 3 years of hands-on experience with Asset Management Service Request Management and Change Management.
• 3 years of experience supporting ServiceNow 9x or higher including implementing and administering Asset Management and ServiceNow Discovery.
• In depth knowledge of Helpdesk operations and fundamentals.
• Basic to intermediate scripting skills using JavaScript PowerShell Python or SQL for platform customization.
• Strong problem solving troubleshooting and communication skills.
• Proactive approach to identifying and resolving platform bugs performance bottlenecks and integration failures.

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If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.