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Apogee Engineering, LLCCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) configuration and customization, particularly with ServiceNow, while ensuring adherence to ITIL best practices. Capable of conducting trend analysis and providing training to enhance operational efficiency in mission-critical environments.
Highest-signal resume keywords
ServiceNow ConfigurationITIL Best PracticesTrend Analysis ReportingIncident ManagementChange Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide oversight and expertise in ITSM configuration management support
- Implement, integrate, and sustain/maintain ServiceNow or another ITSM platform for EACN operations
- Configure and customize EACN software to gather statistics and provide Trend Analysis for mission reporting and decision-making
- Support user-submitted configuration change requests and ensure timely, accurate implementation
- Customize the ITSM platform to reflect system design changes and equipment upgrades across the EACN environment
- Provide IT Service Management training, including ServiceNow training for the Trouble Ticket System
- Develop and maintain workflows, dashboards, and processes aligned with ITIL/ITSM best practices
- Collaborate with Government Engineers, GSOC personnel, and other stakeholders to support Incident Management, Change Management, Knowledge Management, and IT Asset Management needs
- Maintain documentation of ITSM configuration changes, trend analysis reports, and training materials
Requirements
What you’ll need- Must be a US citizen
- Must have and be able to maintain a TS/SCI level clearance
- Bachelor's Degree
- 3-7 years of relevant IT experience
- Strong working knowledge of ServiceNow or equivalent ITSM platform configuration, customization, and administration
- Familiarity with ITIL best practices and IT Service Management processes, including Incident Management, Change Management, and Knowledge Management
- Experience gathering and analyzing data/statistics to support Trend Analysis reporting
- Ability to translate system design changes and equipment upgrades into software/platform configuration updates
- Master's Degree preferred
- Prior experience supporting a DoD or Federal C3 program, airlift communications network, or similar mission-critical operational environment preferred
- Experience with ServiceNow ITSM modules beyond basic ticketing, such as CMDB, Asset Management, Service Catalog, or Performance Analytics/Trend Analysis dashboards preferred
- ServiceNow System Administrator (CSA) certification or additional ServiceNow micro-certifications preferred
- ITIL Foundation or higher certification preferred
- Experience supporting a Systems Integration Lab or similar test/integration environment preferred
Benefits
Comp & perks- Full-time employment
- Remote work arrangement
- 10% travel may be required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ITSM Configuration ManagementServiceNow CustomizationData AnalysisWorkflow DevelopmentDashboard Creation
Soft Skills
CollaborationTrainingDocumentation
Tools & Technologies
ServiceNowITSM Platforms
Certifications & Qualifications
ServiceNow System Administrator (CSA)ITIL Foundation
Industry Keywords
DoDFederal C3 ProgramAirlift Communications NetworkMission-Critical Operations