Lead ITSM Application SME

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI: As the Lead ITSM Application SME, you will be a key member of the Empower AI team providing support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract. JSP operates and defends the Department of Defense’s (DOD) key cyber terrain and provides information technology (IT) services to Pentagon and National Capital Region (NCR) customers. For Platform Services, Empower AI will provide an integrated, structured approach to operating, managing, and maintaining the JSP-supported infrastructure across all managed platforms, as well as assist in defining requirements for future upgrades and enhancements based on operational and customer trends. We will provide a unified approach to managing server, storage, and application resources (to include virtualized applications) at an enterprise level. In order to drive standardization in the hosting environment, Empower AI will assist customers, both external and internal, by moving applications to the JSP IT environments. This will allow JSP to offer services and infrastructure to customers via a Platform as a Service model, Infrastructure as a Service (IaaS) model, Desktop as a Service (DaaS) model, or at minimum, limit application deployments only to standardized servers.

Highlights of Responsibilities:

• Provide technical expertise in the architecture, deployment, and sustainment of geographically dispersed, load balance, active-active clustered site failover architecture, single sign-on, and CAC implementation of the JSP ITSM application.
• Operate and maintain the JSP ITSM applications and the Arlington National Cemetery (ANC) Remedy application.
• Aid in infrastructure and software version upgrades with both BMC Remedy and Right Star applications as required by the vendor to keep the applications up to date and/or improve characteristics.
• Utilize Advanced Reporting Analytics to build and execute canned and custom reports for all JSP directorates and all supported customers, which is approximately 100 requests for ad hoc ITSM reports per week.
• Provide, within the monthly IPR and in support of monthly metric collection, reports detailing incidents, work orders, and requests associated with the ticketing and tracking system production application.
• Provide production System Administration and written verification that all upgrades or patches have been tested on development, staging, and/or test systems by JSP Solutions Engineering prior to installation on the operational JSP production application platform, and provide support to all required certification functionality or security test requirements in areas like Risk Management Framework (RMF) or patching requirements for compliance and security mandates.
• Provision user accounts (on average 200 - 300 per month) within 48 hours with a minimum monthly performance standard of 80% closure rate.
• Provision new queues (on average 50 – 100 per month) within 24 hours of approval from Enterprise Remedy Approval Committee (ERAC) governance group with a minimum monthly performance standard of 80% closure rate.
• Participate in the JSP Enterprise Remedy Tool Change (ERTC) committee meetings.
• Provide ERAC with requests and approval to change the Remedy application.
• Monitor the application for performance, capacity, and user experience. Escalate to responsible functional groups with remedy ticket for support outside the Remedy team functional area.
• Provide development capabilities to manage process requirements and new functionality like Application Program Interfaces (APIs) to additional JSP tools.
• Assist customers in maintaining security compliance and performing duties required during RMF accreditation process.
• Create, update, modify, and maintain application and configuration documentation required for A&A, ATO and Interim ATO.
• Provide system performance metrics to measure the availability, performance and security of all business systems and applications.
• Perform problem management to identify potential issues and/or identify efficiencies to be gained within applications.
• Support and maintain mission essential applications designated as business systems for COOP.
• Provide Remedy version upgrades when newer versions of BMC software are available and approved by DoD.
• Provide knowledgeable Remedy SMEs on all current and future versions of Remedy (BMC software).
• Support three classifications (JWICS, SIPR, NIPR) of configuration management database (CMDB).
• Provide JSP knowledge on new modules of BMC software and make recommendations on upgrades, services, and policies of BMC software.

Minimum Requirements:

• Bachelor of Science degree in computer engineering, computer information systems, telecommunications, or management information systems, and 2 - 7 years of progressively more responsible experience in computer system engineering, hardware and software analysis, system installation, integration, implementation, and system maintenance.
• Information Assurance (IA) Certification: DoDI 8570 IAT II certification.
• Computing Environment (CE) Certification: Recent and relevant technical certification.
• Top Secret security clearance.
• Demonstrated direct experience with ITSM application System Suite design and architecture and BMC Remedy ITSM Suite.
• Excellent oral and written communication skills and ability to communicate technical subjects to nontechnical staff are required.
• Minimum three years of work related experience to include the following computer related areas: ITSM application Servers, Storage Area Networks, and systems management; telecommunications; directory systems; Public Key Infrastructure, IT customer support and training; application installation, diagnosis and repair; technical writing; computer security; knowledge management; database administration, design and management; system maintenance; information technology project management; design and implementation of geographical distributed information systems; computer scripting; Information System Testing.
• Ability to make and give sound opinions and recommendations to Government decision authorities. Proficiency may be demonstrated by any form or combination of quality and degree of research, credentials, training, education, and experience.
• Knowledge of a range of current information technologies, computing platforms, and network systems, such as: cloud computing, blade server, virtualization, unified communications, collaboration tools, cryptographic systems, business intelligence systems, WEB 2.0, social networks tools, enterprise services bus.
• Demonstrated ability for oral and written communication with the highest levels of management.

Preferred Qualifications:

• ITILv4 certification

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Travel by land or air transportation 25% or less

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.