IT Service Manager and Data Integrator

Requires US Citizenship
Employment Term and Type: Regular, Full Time
Required Security Clearance: TS/SCI
Required Education: High School Diploma or Equivalent

Job Description:

Supports 480th ISR Wing A6 Communications and Information Technology function delivering technical expertise in IT Service Management (ITSM) and data integration using Jira, Jira Service Management (JSM), and Confluence Data Center. Daytime hours. No weekend or holiday work.


Primary Duties and Responsibilities 

• Configure JSM service desks to manage incidents, service requests, and changes, ensuring SLA compliance for A6 users.
• Shape and execute improvement processes focused on attaining the organization's goals to improve customer experiences across the enterprise.
• Apply analytical skills to identify trends and operational impact within reported issues and develop projects to eliminate the root causes.
• Drive and facilitate moderately complex technical projects focusing on results and measuring attainment of outcomes.
• Support complex analytical initiatives, develop tracking, combine data from multiple sources to extract meaning, reconcile assumptions, and identify logical paths for action
• Assist external stakeholders to ensure project delivery timelines. Identify and mitigate risks and remove roadblocks within projects. Drive stakeholder accountability on key program actions through active engagement and escalation.
• Assist with development of project goals, objectives, and schedules to align with defined A6-focused product strategies.
• Analyze ticket and data trends to propose improvements for ITSM and integration capabilities.
• Work with multiple teams at global enterprise levels to define new processes, communicate information, and scale operational initiatives.
• Assist with developing and maintaining project plans, identifying resource needs, and managing project schedules and build relationships across teams to define strategy, goals and commitment to timelines and deliverables within a set budget based on organizational priorities.
• Assist with identifying, optimizing, and scaling improvements that can benefit a large set of customers (e.g., driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple echelons of the organization).

Required Qualifications

• Five years’ experience in an IT service management role as system or network administrator or technician
• Three years’ experience formulating and applying Atlassian tool (Jira and Confluence) based solutions to complex problem sets
• Two years’ experience using Jira Service Management and Confluence Data Center
• Two years’ experience managing projects (not necessarily as a “project manager”, but in any IT-related role servicing requirements that include managing projects)
• One year experience with ITIL v4 implementation

  Desired Qualifications

• Associate or bachelor’s degree in information technology or related field
• Experience with strategic planning and/or organizational development
• Experience in a continuous process improvement role

 Education Requirements: 

• High school diploma or equivalent

Physical Requirements:

• Sitting 70% Standing 30%, Climbing 0%, Walking 10%, Lifting up to 20lbs 0%, Pulling/Pushing up to 50lbs 5%, Carrying up to 20lbs 10%, Grasping 5%, Stooping or Crouching 5%, Crawling on hands and knees 0%, Reaching 10%, Near Acuity, Color Determination 100%, Speaking with customers 50%, Listening 50%, Sight 100%, Use of Hands/Fingers 90%. Travel <5% of billable time.

This position description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts or working conditions associated with this job. This and all positions are eligible for organization-wide transfer. Management reserves the right to assign or reassign duties and responsibilities at anytime.
 
Company Overview: FGS, LLC is an international, leading edge provider of technical services to include Secure Information Systems, Security and Engineering and Intelligen