Job ID: 2012948
Location: RESTON, VA, United States
Date Posted: Sep 17, 2020
Category: Information Technology
Subcategory: Bus Proc Analyst
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
SAIC has an opportunity for a ServiceNow Services Manager in support of the EPA EUS program.
This position is responsible for working cross functionally with the EUS Project Managers, Lead Business Analysts, Process Owners, Service Owners, and EPA Stakeholders in order to manage, maintain, and sustain the EPA IT services on the ServiceNow platform. The ITSM ServiceNow Services Manager leads a DevOps team that is responsible for maintaining and sustaining the ServiceNow platform and manages the agile battle rhythm of break/fix, enhancements, and/or major rollouts on the platform.
This is a remote position.
Work with project managers, subject matter experts, Lead Business Analysts, and operational teams to meet the quality and timely release of new builds and updates
Evaluate continuously the efficiency of existing processes and procedures of change and release management and improve practices associated with continuous building and deploying
Support, improve, administer and research new/enhanced ServiceNow modules
Ensure deployment readiness from your DevOps team, and the Training, Test, and UAT teams.
Ensure appropriate communications and controls
Act as a liaison between technical and non-technical staff and communicate on-going activities to various stakeholders
Schedule and conduct daily and weekly scrum meetings with DevOps
Assist in the evaluation and assessments of roadmap initiatives
Manage platform audits and usage
Manage risk, monitor performance, and be responsive to issues that affect performance
Required Education & Experience
Desired Qualifications, Skills, & Attributes
Solid understanding of the ITSM and industry best practices
Possess strong leadership, communication, interpersonal skills as well as outstanding organizational skill; Ability to collaborate with your peers
Able to work remotely with cross-functional, multi-location teams
Excellent analytical and problem-solving skills
Strong work ethic with a focus on quality, results and customer satisfaction.
Knowledge and experience in the Agile Software Development Lifecycle (SDLC)
Experience with or working as an Agile/Lean Scrum Master.
Demonstrated understanding of change, configuration management and release management processes based on ITIL framework.
Clear verbal and detailed documentation skills.
Ability to communicate technical issues at a level that is easily comprehensible to the audience.
Ability to work well under pressure and within defined processes.
Ability to make recommendations for changes and improvements to tools and processes.
Ability to execute very detailed analyses and record keeping with the highest quality level.
Ability to drive issues to closure and work well within a deadline-drive environment.
Experience defining process and procedures to manage rhythmic updates to the ServiceNow platform.
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability