ServiceNow Incident and Change Management Specialist

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NexGen Data Systems, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

NexGen Data Systems, Inc. is an IT consulting firm that offers specialized professional services focusing on advanced cloud, data center, and network solutions. They provide integrated security and management capabilities for complete turn-key solutions, employing a collaborative management approach to accelerate the delivery of complex technical solutions. NexGen's services include cloud computing, network engineering, data center engineering, cybersecurity, data and network security, and operations engineering. They are ISO and CMMI certified, emphasizing their commitment to quality and efficient service delivery.

📋 Description

• Troubleshoot and resolve DLA enterprise infrastructure incidents, service tickets, tasks, application issues, user problems, connectivity issues, and infrastructure support requests • Research reported problems, determine probable causes, and recommend or initiate corrective actions • Update assigned ServiceNow records every business day until resolution • Document troubleshooting steps, technical findings, customer communications, dependencies, corrective actions, and final resolutions • Coordinate with application administrators, systems administrators, network teams, cybersecurity personnel, cloud personnel, vendors, and Government stakeholders • Develop and submit Enterprise Change Requests for system changes, software updates, installations, maintenance, and decommissions • Develop implementation plans, testing steps, validation criteria, outage requirements, rollback procedures, and risk documentation • Attend Change Control Working Group meetings and brief requested changes • Respond to technical questions and revise change documentation to obtain approval • Execute approved changes during authorized maintenance windows • Verify completed changes achieve intended results without unauthorized network, security, or mission impact • Monitor post-change system performance and document implementation results • Escalate incidents requiring specialized application, systems, SecureView, communications, cloud, vendor, or cybersecurity support • Contribute incident and change data to monthly reports, trend analysis, and quality metrics • Provide procedures, resolved-ticket examples, change records, and hands-on knowledge transfer during transition-out

🎯 Requirements

• Minimum six years of progressive information processing or information technology support experience • At least three years supporting diverse hardware, software, applications, operating systems, or infrastructure solutions • At least two years installing, troubleshooting, diagnosing, maintaining, or training users on hardware and software • Hands-on experience with ServiceNow incidents, tickets, tasks, changes, work notes, assignment groups, service levels, and closure documentation • Experience developing and executing formal change requests, implementation plans, test plans, risk assessments, maintenance windows, and rollback procedures • Active Department of Defense Secret clearance required • Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation • Must maintain applicable DLA-approved Computing Environment and tool qualifications • Must meet applicable DoD 8140 workforce requirements before receiving system access • Must maintain an approved IAT Level II or IAT Level III baseline certification and applicable CE Administrator qualification when assigned privileged duties • Must be able to obtain and maintain a United States Department of Defense security clearance • US citizenship or authorization to work in the US encouraged/required for qualification • No visa sponsorship available • Work outside normal business hours may be required for maintenance and changes • Desired skills include ITIL, ServiceNow, Windows, Linux, application support, networking, vendor coordination, root-cause analysis, and Government change-control processes

🏖️ Benefits

• Company covers 100% of premiums for the employee’s medical, dental, and vision insurance • Subsidized medical, dental, and vision premiums for spouse and dependents • Short and long term disability plans • 401(k) match up to 10% of the employee’s salary contributions • Comprehensive training and development program • 11 paid holidays • Paid time off (PTO) accrual starting at 15 days annually • Continued learning and career advancement opportunities