Configuration, Incident Management Specialist

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🔥 14 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $75k - $82k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Skyward

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏛️ Government

Artificial Intelligence • Government • Technology

Skyward is a Maryland-based digital services organization that specializes in AI/ML, Agile DevSecOps, and Data Science, serving as a trusted Federal partner. With a mission to serve the American people, Skyward delivers agile, user-centered, and scalable solutions for mission-critical programs, working closely with Federal Government allies. The company prides itself on being a member of the Digital Services Coalition and focuses on advancing innovation and excellence in government technology. Skyward is dedicated to transforming AI possibilities into impactful realities and is committed to improving customer experiences and software delivery processes. The company has significantly grown its workforce and impacts millions of Americans and small businesses through its services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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