ServiceNow ITOM Engineer

Job Title: ServiceNow ITOM Engineer

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:
CACI is seeking a ServiceNow ITOM Engineer in support of Enterprise Information Technology initiatives for the customer. This Program supports the customer by providing required services across the Enterprise, implementing a consistent, repeatable, high-quality experience for users across all Mission environments. The Engineer will work with the customer to define their CMDB & Configuration Item (CI) needs, will train teams to deploy, configure, and ultimately troubleshoot their MID deployments, and provides support for the overall workload and execution of Operations and Maintenance (O&M) tasks on the production instance of ServiceNow. This position does not require shift work but may require being on-call on a scheduled rotation for call-in support and occasional off-hour assignments. 
In this role you will coordinate with Mission Partners, Service Providers, Service Owners, and Architects to design, implement, and configure ServiceNow Information Technology Operations Management (ITOM) capabilities, working on ServiceNow Discovery and ServiceNow mapping.

Responsibilities:
•     In-depth knowledge of CMDB concepts, methodologies, and best practices.
 •    Responsible for developing methods and strategies essential to realizing the Customer’s Configuration Item (CI) Discovery and Enterprise Configuration Management Database (eCMDB) vision
•    Collaborates with Government Program Management Office (GPMO), System Owners, and technical points of contact to deploy MID Servers across 1200+ Systems, and communicate the status of those deployments to executive leadership
•    Serves as the CI Discovery Subject Matter Expert (SME) responsible for training System Custodian’ technical teams to deploy, configure, and ultimately troubleshoot their MID deployments
•    Must be a self-motivated, self-learner, capable of researching and resolving complex/ multi-dimensional CI Discovery issues, regardless of technical platform
•    Monitor and sustain ServiceNow Discovery and production operations, including MID Server health, discovery schedules, CI reconciliation, platform changes, and cross-team coordination, ensuring CMDB accuracy, platform stability, and uninterrupted enterprise system performance
•    Works with the Solutions Architect, Configuration Management SMEs, and vendors to develop and recommend solutions to the government, System Owner, and System Custodian on any issues/concerns
•    Interacts and communicates with customers to rectify alerts and issues, escalates problems as required, and resolves significant matters by exercising independent judgment within established support practices.
•    Coordinates with deployment team for approved release packages and break-fix solutions on ServiceNow in accordance with Configuration, Change, and Release Management policies and procedures 
•    Develops installation instructions and supporting documentation to affect system design deployments
•    Works with a team to provide technical input in the areas of system design, installation, configuration, tuning, capacity planning, troubleshooting, and problem resolution
•    Patches cloud servers and applications, configures software, responds to service outages, monitors system performance, and troubleshoots systems issues 
•    Strong skills with MS Office tools (Excel, Word, Project, Visio) and SharePoint

Qualifications:

Required: 

•  An Active TS/SCI Clearance with Polygraph
•             Security+ or DoD 8570 IAT Level II Certification
•             Bachelor’s Degree in applicable field (computer science, engineering, cyber security, etc.) and 5+ years direct experience.
•             Experience with ServiceNow ITOM Discovery, CMDB, and Service Mapping capabilities
•             Excellent interpersonal and communication skills needed to work with business partners, engineering teams, and users requiring break fix actions
•             Strong analytical and strategic thinking skills with a service-oriented mindset