System Center Service SME Level 4 with TS/SCI

IMG – provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time System Center Service SME with TS/SCI at its Fort Bragg. NC location.

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 30 years.

The System Center Service SME (SCSM)/IT Service (ITSM) Subject Matter Expert will be responsible for the delivery of process-driven solutions across the ITSM SCSM environment. Applicants should be able to optimize the SCSM suite, develop and enrich end user experiences, as well as enhance tiered administration responsibilities for technical workers, using agile ITSM strategies. Within this effort, this candidate will define, integrate, update, and manage SCSM or other ITSM systems with the objective of eliminating waste, adding value and intuitiveness, and improving an enterprise level ITSM infrastructure.
  • Drive identification and enterprise adoption of SCSM and other ITSM tools.
  • Recommend and implement projects to improve performance of the SCSM tool, integrate with other monitoring and management applications, migrate tool servers to new Data Center, improve processes and procedures, and perform routine application or hardware upgrades.
  • Leverage application developer skills to support application upgrades, configuration, enhancements, customization's, integrations and automation (e.g. tools, programs or scripts) and standards as part of the engineering initiatives for the SCSM application.
  • Create specialized reports as needed.
  • Participate in Change and Configuration Management processes for maintaining control of the approved SCSM application baseline
  • Provide advanced troubleshooting and resolution skills to remediate application incidents & problems and coordinate with other resolution teams as required.
  • Create and maintain application documentation such as installation plans, Interface control documents, operations and maintenance manuals, privileged user guides, test plans and reports, and requirements specifications.
  • Share knowledge with other team members, train IT staff and end users in the use of the application including new functionality via customization's and enhancements as needed.
  • Provide administration and maintenance of IT Service Management Tools and related components as listed below, to manage and maintain availability, health and performance at acceptable Service Levels.
  • Perform routine maintenance including: patching of operating system and applications, coordinating with other teams both within and external to the IT Service Management team as required.
Desirable Skills / Experience:
  • Requires experience with application administration and development, and a familiarity with SCSM/IT Service Management (ITSM) solutions and administering SCSM ticketing tools/Service Desk applications. Other tools (such as ServiceNow, Remedy, Cherwell, etc.) are helpful. Also requires experience with the following modules, components and integrations:
    • Incident Management module
    • Problem Management module
    • Change Management module
    • Release Management module
    • Service Catalog
    • Service Portal
    • Universal Configuration Management Database (uCMDB) and/or Asset Manager (AM) integration
  • Exerience with JavaScript and PowerShell scripting languages; experience with other languages such as C, C , Java, Bash, Python, Perl, etc. is strongly preferred.
  • Knowledge in the fundamentals of ITSM framework and certification in IT Infrastructure Library (ITIL®) v3 Foundations is preferred.
  • System Administration experience
  • Microsoft Server 2012, 2016 and/or RHEL Linux OS experience is a plus
  • Experience with virtual environments is preferred
  • Experienced with SCSM and recent experience with SCSM 2016 or SCSM 2012 R2 in an enterprise environment;
  • Manage the SCSM back end to keep the system running, including upgrades and changes to core components, site boundaries and bandwidth settings;
  • Perform administrative task from the Service Manager, Configuration Manager, Orchestrator Manager, and Operations Manager consoles
  • Datacenter management, Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) processes
  • SCSM implementations of ITIL processes such as Incident, Problem, Change, Release, and Service Requests
  • SCSM architecture including the Service Manager management group and the Service Manager data warehouse management group
Clearance Required: TS/SCI prior to consideration

Baseline Certification: CompTIA Security CE or equivalent

Computing Environment Certification: ITIL Foundations v3

Education/Years of Experience:

HS or GED and 12 years experience

Associates and 10 years experience

BS and 8 years experience

MS and 6 years experience

  • Health, dental, vision, and life insurance
  • Short term and long term disability insurance
  • 401(k) with generous company match
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • 20 days of personal leave plus paid federal holidays
  • Professional development and training assistance

Information Management Group, Inc. is an equal opportunity 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.