Full job description Overview Position: ServiceNow SME
Location: Albuquerque, NM
Salary Range: $132,000 -$142,000 per year
Clearance: No Clearance Required. US Citizenship is required for clearance (i.e., no dual citizenships).
KeyLogic is seeking a Subject Matter Expert in ServiceNow to support the IT program at a major national laboratory.
Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 - $700 million Third-Party Telecommunications and Information Technology Support Services contract at National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.
The department provides IT resources and expertise to mission organizations, enterprise, and operations to identify and understand current and future IT requirements through end-to-end solutions.
Responsibilities: Performs varied administrative duties with a relatively broad scope to support an organization's programs, projects, and activities. Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Maintain effective and efficient adherence to the Event Management Process. Review system and application logs and verify completion of scheduled jobs, including system backups. Make suggestions to enhance existing processes and procedures, observe and control the status and performance of system components, servers, and network facilities. Answer incoming problem calls from customer and internal sites and resolves associated tickets. Write incidents reports & document events. Follow procedures; provide updates, ask questions, take action, follow up on missing, incomplete or unresolved issues. Qualifications: Duties: Consult on best practices, assess, and provide recommendations on process optimization, module design, user stories, testing Design and Implement modules as requested by NTESS within ServiceNow, for example Virtual Agent and Chat Bot Provide recommendations on optimizing the Service Desk and Employee Center Develop workflows within the ServiceNow Modules to ensure integration with ITIL and KCS processes Provide guidance for training employees on the uses of ServiceNow Attend Implementation meetings Provide guidance on the application of ServiceNow best practices Provide guidance and documentation on configurability of ServiceNow Review and assist with converting operational reporting into the ServiceNow module Requirements: Bachelor's degree in STEM field and 5 years related experience. In lieu of a Bachelor's degree, an Associate's degree and 8 years of experience or an additional 6 years of job-related experience totaling 11 years of experience is applicable. U.S. Citizenship is required per contract. About KeyLogic: Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.
KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service—always staying one step ahead—benefiting our customers, and ultimately helping build a better world.
We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.
All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.
NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.
Job Code:
2254
