Enterprise Management Engineer, Mid / Production Systems Operations Cell (PSOC)

Location: Springfield, VA
Job Location:
Springfield, VA (NGA New Campus East-NCE) or St. Louis, MO (NGA New Campus West-NCW)

Clearance Required:
Must be a U.S. Citizen and possess a current and active TS/SCI clearance granted by the Department of Defense or an Intelligence Community agency. Must be able to pass a Counterintelligence (CI) Polygraph.

Assured Consulting Solutions provides strategic and innovative solutions for customer needs across the business, technology, and organizational spectrum. As a member of our team, you will have the chance to work with customers that are both Government and industry leaders and technology innovators.

We are looking for a highly-motivated Enterprise Management Engineer to join our team.

Responsibilities will include, but are not limited to:
  • Functions as an administrator & tool developer for IT Service Management tool suite to enable capability enhancements and support customers directly
  • Ensures and maintains the integrity of the ITSM processes and data
  • Collaborates with customers (both IT and outside IT) to gather business and functional requirements, gather process data & information, and assist with process re-design, with the goal to enable ITSM tool use in a way meaningful to customers
  • Delivers ITSM tool solutions, participates in process audits, and helps interpret the findings
  • Works with customers to develop reports specific to their business units and needs
  • Facilitates internal customer use of the ITSM tool, including the handling of routine requests
  • Maintains current knowledge of relevant ITSM practices and technologies
  • Participates in continuous process improvement in all areas of IT
  • Monitor all supported production sites and any other assigned GEOINT services/applications 24x7x365 using NGA-approved monitoring tools
  • Monitor the status of imagery ingestion, exportation, and backlogs at all production sites and a subset of NGA libraries
  • Monitor the status of GEOINT discovery and presentation services
  • Monitor the NGA-approved tools for critical server error notifications at production sites, determine which process or threshold generated the error, and coordinate with local production site O&S personnel to resolve problems detected during core business hours
  • Respond to phone calls requesting production systems support and attempt to resolve the issue during the initial call
  • Create, monitor, and update trouble tickets in the NGA-approved ITSM system for problems identified directly by users or discovered through PSOC monitoring
  • Coordinate all vendor maintenance support for issues that cannot be resolved by Tier 2 PSOC support staff
  • Coordinate with other service providers (e.g., ITEMS, IC EMT, C2S, GovCloud) as necessary to resolve production system issues
  • Use NGA-approved dashboard tools to provide continuous production systems status information and operational awareness to ESC leadership
  • Prepare materials and perform the verbal briefings at daily production status meetings and provide monthly metrics and trend analysis reports on production system incidents, ticket status, and downtime
Required Qualifications:
  • Experience designing and implementing ITIL and operational processes, working with customers to leverage ITSM tool suite capabilities to solve business problems and with ITSM tool configuration and customization
  • DoD 8570 Compliance IAT II (GSEC, Security+ CE, SSCP, CCNA-Security) with the appropriate computing environment certification(s) for tools and devices supported

Education Qualifications:
Requires a Bachelor's degree in Engineering, Computer Science, or a related field and at least three (3) years of experience. Four (4) years of related experience may be substituted for a degree.

Years of Experience:
07-14 years w/ High School Diploma
03-10 years w/ Bachelor's Degree
00-06 years w/ Master's Degree

Position Type: Full-Time

Shift: Day
this job portal is powered by CATS