Senior ITSM Engineer

Employment Type

: Full-Time


: Engineering

We are seeking an experienced ITSM/ServiceNow Developer/Implementer who is experienced in ITIL processes, specifically Incident Management, Problem Management, Service Management, Configuration Management, Change Management, and Release and Deployment Management. This individual will apply proven communication and problem-solving skills to solve issues related to the deployment of mission-critical software. The ability to take direction and work independently to achieve the stated objectives is required.

This is a hands-on, technical position. The qualified candidate will have broad-based technical experience along with a solid understanding of relational databases. Experience with Microsoft SCCM RunBook automation and integration is highly desired. Experience configuring and deploying one or more ITSM is highly desirable. Experience working with and implementing ITIL-based processes is a plus.

The ITSM Systems Engineer will work with other members of the Iron Bow team and the prime contractor to transform customer requirements into fully functional solutions based on the selected platform. This includes building dashboards and customized workflows for processes and procedures, customizing user interfaces, and working with existing customer data sources and tools. Strong analytical and problem solving skills are required.

Primary Responsibilities:

  • Work with the prime contractor and other third parties as needed to design, test, and implement integrations for the ITSM solution
  • Develop and conduct training for Iron Bow staff on ITSM integrations
  • Perform ongoing operations and maintenance of the selected ITSM integrations
  • Prepare documentation needed to support integration development such as workflows, RunBooks, data tables, system documentation
  • Develop and perform demonstrations
  • Ability to work with various customers/departments/users to design, deploy and support solutions according to the user requirements
  • Troubleshoot, analyze and take appropriate action to remediate issues
  • Automation experience a plus
  • Experience with scripting in languages like JavaScript, SQL, and PowerShell, a bonus
  • Develop credible and high-integrity relationships with the prime contractor and end-users

  • Bachelor’s Degree in computer science, information systems, or business administration
  • 10 - 12 years of relevant work experience
  • 3-5 years’ experience working with writing, installing and supporting ITSM applications (particularly Remedy or ServiceNow) in a large-scale environment
  • Hands-on development, maintenance, and support experience with the ITSM applications (particularly Remedy or ServiceNow), tools, and associated components, including configuration/customization strategies and implementations, workflows, groups, roles, etc.
  • Hands-on development knowledge of SCCM RunBook creation, design, and administration
  • ITIL Foundation V3 or V4 Foundation required
  • IAT II certification required (Security+CE, CySA+, SSCP or equivalent)
  • Excellent oral and written communication skills within a business and/or technical context, particularly with translating customer requirements into technical implementations
  • Customer-focused with a high level of customer service and interaction skills
  • Strong team-oriented interpersonal skills with a demonstrated ability to function as a consultant to ITSM clients and others as needed
  • Demonstrated ability to plan, organize, and execute with strong problem-solving skills
  • Ability to interpret policies, rules, regulations, and procedures pertaining to the acquisition of computer software and hardware and in the handling and protection of multiple classes of data

  • ServiceNow Certifications highly desired
  • Secret security clearance or ability to obtain a secret clearance

  • Up to 25% of travel required for this position
  • Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

    Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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