Peraton requires a Service Now Lead to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM.  This position is located at MacDill AFB in Florida.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365. 

This position will serve as manager of the Enterprise ITSM Team that is responsible for overseeing the design, development, and implementation of IT Service Management solutions, such as ServiceNow and/or BMC Remedy, across the organization. This role involves leading a team of ITSM professionals, collaborating with senior stakeholders, and ensuring that the ITSM systems meet business requirements and optimize processes.

Key Responsibilities: 

• Lead and manage the Enterprise ITSM team, providing direction, mentorship, and support to team members.
• Oversee the development and configuration of ITSM applications and modules, (including ServiceNow and BMC Remedy), with a strong grasp of scripting languages such as JavaScript and Glide API, ensuring the system's effectiveness and alignment with business goals..
• Ensure that ITSM solutions are customized and optimized to meet business requirements.
• Manage the creation and maintenance of comprehensive technical documentation.
• Oversee integrations with other systems and tools, ensuring seamless operation and data flow.
• Perform regular system maintenance and upgrades, ensuring system health and addressing issues proactively.
• Supervise the management of user accounts, roles, and permissions.
• Ensure data integrity and implement advanced security measures.
• Collaborate with senior stakeholders to gather and analyze requirements, translating them into technical specifications.
• Align diverse organizational needs in parallel with ITSM modules within ServiceNow such as IT Service Management (ITSM), IT Operations Management (ITOM), Configuration Management Database (CMDB), and Customer Service Management (CSM).
• Provide expert technical support and troubleshooting assistance.
• Enhance user interactions and experiences through modern UI development frameworks such as AJAX, Angular, or React.
• Coordinate with IT teams for seamless integration and operation of ITSM systems.
• Conduct advanced training sessions and provide user guidance to ensure proper system use.
• Stay updated with the latest ITSM features, releases, and best practices.
• Identify opportunities for process improvement and automation within ITSM frameworks.
• Propose and implement enhancements for system performance optimization.
• Participate in community forums and contribute to knowledge sharing within the ITSM field.

Leadership and Team Management: 

• Demonstrated ability to lead a diverse team, fostering collaboration and ensuring the delivery of high-value solutions to the greater enterprise.
• Exceptional collaboration and communication skills, both written and verbal, to effectively convey complex technical information to stakeholders at all levels.
• Strong analytical and problem-solving abilities, enabling quick and efficient resolution of issues that arise during project implementation.
• Attention to detail and a commitment to delivering high-quality solutions, maintaining the integrity and performance of ITSM systems.
• Proven track record of identifying opportunities for process improvement and automation within ITSM frameworks, driving operational excellence.

Required Qualifications: 

• Minimum 10 years of experience
• Active TS/SCI clearance
• DoDD 8570.01-M IAT II
• Skilled in web technologies including HTML, CSS, and AJAX, with an ability to create seamless integrations and user interfaces
• Deep understanding of IT Service Management (ITSM) processes and best practices, guaranteeing the system meets the enterprise's needs
• Familiarity with database concepts and proficient in data management to support reliable and efficient system operations
• Experience with RESTful APIs and other integration technologies to facilitate seamless communication between systems
• Proficient in front-end and portal development using JavaScript, HTML, CSS, and XML, creating intuitive and user-friendly interfaces
• Hands-on experience in utilizing REST and SOAP APIs for effective system integration
• Expertise in relational databases and SQL for comprehensive data manipulation and reporting
• Proficient in using development tools such as Business Rules, Client Scripts, UI Policies, Flow Designer, ACLs, and Script Includes for robust and scalable solutions
• Strong understanding of ITIL version 4 processes, aligning development efforts with business workflows and ensuring continual service improvement

Desired Qualifications:

• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS)
• Any BMC Remedy Certifications
• Proactive and self-motivated with a continuous improvement mindset
• Demonstrated ability in performance optimization and system engineering processes
• Ability to gather requirements from stakeholders and translate business needs into technical specifications