• IT Service Management Administrator

    Posted Date 1 month ago(5/17/2018 9:59 AM)
    Job ID
    # of Openings
    Job Location(s)
    Information Technology
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government. We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.


    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!


    Duties & Responsibilities

    Medical Science & Computing is searching for an IT Service Management Administrator to support NIH. This is a Full-Time position located on the NIH Campus in Bethesda, MD.


    Duties & Responsibilities

    • Applying ITIL Best practices to NLM IT Service management.
    • Analyze and Document business/IT processes, formulate KPIs and metrics.
    • Collect and analyze business requirements and translate them into workflow.
    • Perform unit and system testing for workflow and customization projects.
    • Provide advance troubleshooting support for problems that arise in ServiceNow and related process tracking down the root cause of coding or configuration failures.
    • Contributes to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components.
    • Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services.
    • Assists with ITSMS development projects by providing administration and testing support.
    • Train users on ServiceNow tool usage, create user documentation, guides and knowledge articles.



    Required Experience/Skills/Certifications

    • Support IT Service Management Systems (ITSMS) as ServiceNow Administrator.
    • Support ITSMS through initial diagnosis and troubleshooting of customer problems working with the ServiceNow tool.
    • Experience in analyzing and creating workflow processes.
    • Excellent Oral and Written communication skills.
    • Bachelor’s degree, preferably in a related technical field.
    • An additional five (5) years of full-time technical related broad experience can be substituted for the degree.
    • 2-3 years of work experience in process analysis, production enterprise tool and customer support. Experience with ServiceNow administration.
    • Demonstrated ability to provide systems documentation to support successfully implementation of changes.
    • ITIL Foundations certification


    Preferred Experience/Skills/Certifications 

    • Experience with Dynamics 365
    • Experience with SQL, JavaScript, HTML, CSS, XML, JIRA, Web Services, ETL.
    • ITIL Intermediate certification
    • PMP certification



    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.


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