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Job Description: Job Title: ITIL Service Desk and Incident Management ExpertLocation: Camp LeJeune, NC Clearance Required: Secret Clearance Job Description: Designs and defines system architecture for new or existing computer systems. 1. Performs complex systems development and design work that may include logic design, I/O design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, and analog or digital systems engineering. 2. Performs systems modeling, simulation, and analysis. 3. Plans upgrades of operating systems and designs systems enhancements. 4. Develops documentation on new or existing systems. 5. Develops and conducts tests to ensure systems meet documented user requirements. 6. Identifies, analyzes, and resolves system problems. 7. Provides system/equipment/specialized training and technical guidance. 8. Determines system specifications, input/output processes, and working parameters for hardware/software compatibility. 9. Provides guidance and work leadership to less-experienced systems engineers and may have supervisory responsibility. 10. May serve as a technical team or task lead. 11. Serves as liaison with clients, participating in meetings to ensure client needs are met. 12. Maintains current knowledge of relevant technology as assigned. 13. Participates in special projects as required. Experience Requirements: 10+ years of related systems experience. • 7+ years experience working in a mission-critical Service Desk/Help Desk or technical customer support environment • 3+ years experience managing or supervising an IT Service Desk • Excellent writing skills to include process work instruction and technical documentation experience - writing samples are required • Min. ITIL Foundations v2 (v3 desired) • Strong knowledge of the IT Infrastructure Library (ITIL) v. 3 with a high degree of fluency with ITIL v3 Service Desk, Incident Management, Knowledge Management, Service Request Fulfillment, Access Management and Event Management • 3+ years consulting experience • Experience in public speaking to include meeting facilitation and delivery of training workshops • Real-world hands-on Service Desk and Incident Management process with tool implementation experience being a big plus • Experience with BMC Remedy design and administration desired ITIL V3 Foundations, ITIL V3 Operational Support and Analysis and/or Service Operation certifications.Must have a DoD Secret Clearance or be able to obtain one. Military or DoD experience Preferred. US Citizen Education Requirements: 1. Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience. 2. Masters Degree preferred.
An Equal Opportunity Employer M/F/D/V |
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