ITSM Administrator Level 3

Job Title: ITSM Administrator Level 3

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking a skilled and experienced ITSM Administrator (Level 3) to join our dynamic team to support a DoD client in Suitland, MD. The ideal candidate will have in-depth knowledge of Helpdesk operations, extensive experience with Windows Servers and/or Linux/Centos administration, and expert proficiency with the Service Now ITSM Suite. This role requires a proactive individual who can manage complex IT Service Management processes, including Incident, Problem, Change, Knowledge, Service Request Management (SRM), Asset, CMDB, Self-Service, and Discovery modules.

Responsibilities:

• Service Now Administration:
• Administer and develop the Service Now ITSM Suite, ensuring optimal performance and alignment with organizational goals.
• Implement and manage Asset Management and Service Now Discovery.
• Create and manage accounts, support groups, and Product Categories within Service Now.
• Helpdesk Operations:
• Provide advanced support for Helpdesk operations, ensuring efficient incident and problem resolution.
• Utilize Service Now Reporting and performance metrics to drive continuous improvement in service delivery.
• Server Administration:
• Administer Windows Servers and/or Linux/Centos environments, ensuring high availability and performance.
• Perform routine maintenance, updates, and troubleshooting of server infrastructure.
• Change and Asset Management:
• Manage Change Management processes to ensure minimal disruption to services.
• Oversee Service Request Management to facilitate timely delivery of IT services.
• Implement and maintain robust Asset Management practices.
• Reporting and Metrics:
• Generate and analyze reports using Service Now and other comparable reporting tools to inform decision-making.
• Develop performance metrics to measure the effectiveness of ITSM processes.

Qualifications:

• High School Diploma or GED
• In-depth knowledge of Helpdesk operations and fundamentals.
• 3+ years of administration experience with Windows Servers and/or Linux/Centos.
• 2+ years of experience with Service Now Reporting and performance metrics or comparable reporting tools.
• 6+ years of expert experience with the Service Now ITSM Suite System Administration and development.
• 3+ years of hands-on experience with Asset management, Service Request Management, and Change Management.
• Minimum 3 years of experience supporting Service Now 9x or higher and implementing and administering Asset Management and Service Now Discovery.
• Skills:
• Proficient with various Remedy or Service Now ITSM modules (Incident, Problem, Change, Knowledge, SRM, Asset, CMDB, Self-Service, Discovery).
• Experienced with Windows and Linux server administration.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Certifications:
• CompTIA Security+
• ITIL V4 Foundation
• Service Now Certified Developer/Associate
• Clearance:
• Active TS/SCI clearance is required.

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$72,700 - $149,200