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ITSM System Administrator Intermediate

Job ID: 2015771
Location: CARY, NC, United States
Date Posted: Oct 5, 2020
Category: Information Technology
Subcategory: Sys Administrator
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: Yes

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Job Description

Description

POSITION SUMMARY: 


SAIC has a career opening for an ITSM System Administrator Intermediate in Cary, North Carolina. 

 

Note: This role offers temporary work from home / remote / virtual work at home due to COVID-19.  Eventually the work will go back on site in Cary, North Carolina. 

 

  • The System Administrator Senior is responsible for installing, operating, and maintaining physical/virtual Microsoft based servers in support of business processing requirements.  
  • Installs, upgrades, and patches operating systems and complex software packages.    
  • Schedules installations and upgrades in accordance with established IT policies and procedures.  
  • Conducts routine software audits of Microsoft based servers to ensure compliance with established standards, policies, and configuration guidelines.  
  • Must be a self-starter; capable of working independently, under limited direction, and in a team environment.

 

ITSM Software Support: 


SAIC will provide end-to-end support for the ITSM software that is used by the ARNG.  Support includes but is not limited to three distinct areas:

  • On-going maintenance and support of software application, to include supporting standard capabilities and outcomes provided by the software (e.g., reporting)
  • For States and Territories that elect to use ITSM as a Software as a Service, full planning, configuration, training, and implementation will be supported using robust set of documentation available from ARNG G-6.
  • Provide Tier 2 support for incidents/requests related to this software.
  • Customizing out-of-box application to meet ARNG specific needs

 

PRIMARY RESPONSIBILITIES: 


  • The ITSM System Administrator Intermediate is responsible for the development, implementation and sustained support of the IT Service Management system. 
  • The candidate will provide creative solutions to resolve business problems via customer requirements based on system capability and process gaps (ITSM/ITIL). 
  • The System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations. This includes working with process owners to develop and implement the workflows. The preferred ITSM platform is Remedy.
  • Installation of Remedy software, upgrades, and patches and configure out-of-the-box Remedy functionality to meet IT and Business needs.
  • Gather, document, and analyze enhancement requests.
  • Evaluate and assess fit between requirements and Remedy application suite capabilities
  • Identify, troubleshoot, and resolve BMC Remedy applications issues including root cause analysis.
  • Integrate Remedy with Enterprise monitoring tools and proactively monitor Remedy applications.
  • Perform risk identification, assessment, remediation and performance tuning.
  • Conduct user training as required.
  • Create all necessary documentation, such as SOPs, training material and user guides.
  • Stay current on emerging tools, techniques and technologies.
  • Maintain skills and capabilities through education, training, and hands-on experiences.
  • Contribute to customization, configuration, upgrade and further integration of the Enterprise Monitoring and Management system.

Qualifications

REQUIRED QUALIFICATIONS:

  • High School diploma and 7+ years related experience; OR Bachelor’s degree and 3+ years of related experience; OR Masters and 1+ year related experience
  • Experience maintaining Microsoft Windows 10, Windows Server 2012, 2016, 2019 platforms
  • Level II DoD 8570 certification: CompTIA Security+ CE
  • Must be a U.S. Citizen and able to obtain a DOD Secret clearance 

 

PREFFERED QUALIFICATIONS:

  • ITIL Foundation Certification (required within 60 days of hire)


Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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