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

Location: Springfield, VA
Education and Experience Required:
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.

Clearance Required:
Must be a U.S. Citizen and possess a current and active Top Secret clearance with SCI access and CI Polygraph granted by the Department of Defense or an Intelligence Community agency

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

A Federal Services information technology (IT) customer requires support of the enterprise IT environment. Under this contract, Assured Consulting provides direct assistance to the customer in IT services ranging from process engineering to systems administration with a core focus on customer engagement and satisfaction resulting in expedited throughput and deployment of mission based assets and services. 

Assured Consulting Solutions is seeking a highly motivated Enterprise Management Engineer, Mid. Job 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
Job Requirements:
  • 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
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