Configuration, Incident Management Specialist

🕒 5 dias atrás

🦀 Maryland – Remoto

🦀 Maryland – Remote

💵 $75.000 - $82.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

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Skyward

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤖 Inteligência Artificial

🏛️ Governo

Artificial Intelligence • Government • Technology

A Skyward é uma organização de serviços digitais sediada em Maryland, especializada em IA/ML, DevSecOps ágil e Data Science, atuando como parceira confiável do governo federal dos EUA. Com a missão de servir o povo americano, a Skyward entrega soluções ágeis, centradas no usuário e escaláveis para programas de missão crítica, trabalhando de perto com aliados no Governo Federal. A empresa orgulha-se de ser membro da Digital Services Coalition e foca em promover a inovação e a excelência em tecnologia para o setor público. A Skyward é dedicada a transformar possibilidades de IA em realidades de impacto e está comprometida em aprimorar as experiências dos usuários e os processos de entrega de software. A companhia ampliou significativamente sua equipe e impacta milhões de americanos e pequenas empresas por meio de seus serviços.

Descrição

• Serve as the governance-and-control backbone for a federal customer's enterprise change, configuration, and release operations • Facilitate the Change Advisory Board (CAB) and Virtual CAB (VCAB), manage agendas, and log decisions • Coordinate enterprise change approvals and reduce unauthorized and undocumented changes • Maintain the CMDB, define and enforce Configuration Item identification standards, and keep records auditable • Manage the incident lifecycle from detection through resolution, including triage, prioritization, resolution, and problem management • Write after-action and post-incident reports identifying root causes and corrective actions • Administer and improve ServiceNow, SharePoint, Confluence, GitHub Enterprise, and iManage tools • Support release and patch governance, including ISVM and non-ISVM patches, QA gates, testing artifacts, and deployment scheduling • Support security compliance for the configuration management tool suite, including SSPs, POA&Ms, auditing, and logging • Map changes against the DHS Systems Engineering Life Cycle (SELC) • Build dashboards and weekly/monthly reports on change volume, incident trends, and performance • Partner with engineering, operations, and DevSecOps teams to improve reliability and maintain delivery velocity

🎯 Requisitos

• Bachelor’s degree and at least 3 years of relevant experience • Strong grounding in ITIL, including change, configuration, incident, problem, and release management • Hands-on ServiceNow experience with the Change module and/or CMDB • Comfort using SharePoint and Confluence • Experience facilitating CABs/change boards and coordinating approvals across stakeholders • Experience with configuration management, CI standards, CMDB hygiene, and audit-ready records • Incident and problem management expertise, including root-cause analysis and technical writing • Familiarity with federal security and compliance expectations, including FISMA, NIST, ISVM, and patch governance, or willingness to master them • Ability to obtain and maintain a Public Trust security clearance • Acceptable results of a background investigation • Organized, calm, detail-oriented approach during outages • ITIL 4 certification and ServiceNow administrator certification are advantageous • Experience as an ISSO or supporting ATO/security compliance is advantageous • Prior federal or DHS experience, especially involving ICCB or SELC, is advantageous

🏖️ Benefícios

• Medical, dental, vision insurance • 15 days of paid leave • 7 days of sick leave • 2 days bereavement leave • 11 paid Federal holidays • Up to 40 hours for jury duty • 401K with 4% employer contribution (and no vesting period) • Up to 4 weeks of paid paternity and maternity leave • Company provided laptop • $5,000 per year for professional development • $600 per year for technical supplies and equipment • $2,000 referral bonus • Life and disability insurance • HSA and FSA • Legal Shield and ID Shield Voluntary Benefits • Flexible working hours • Remote opportunities • Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions