Remedy ITSM Senior Systems Engineer

Job ID 2018-1691
Job Locations
US-AZ-Fort Huachuca
IT: Administrator / Analyst / Architect / Engineer
Regular Full-Time


NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. Coupled with a refined focus on strategic partnerships, we are successfully bridging the gap between commercial best practices and mission-critical government processes. Core competencies include:

  • Artificial intelligence
  • Agile digital transformation
  • Advanced analytics
  • Hyperconverged infrastructure solutions
  • Cyber security and information assurance
  • Fraud, waste and abuse
  • Engineering and logistics


NCI has been designated a 2018 Military Friendly Employer by 


Headquartered in Reston, Virginia, NCI has approximately 2,000 employees operating at more than 100 locations worldwide.


NCI: As a Remedy ITSM Senior Systems Engineer ( Systems Engineer IV ),  you will provide services in support of the U.S. Army Network Enterprise Technology Command (NETCOM). You will provide project management support for the Army Enterprise Service Management System (ESMS) based on the BMC Remedy ITSM product suite. You will support the planning, design, development, engineering, integration, and technical and operational support to employ of ESMS across the Nonsecure Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) in support of all echelons of the Army�s portion of the Department of Defense Information Network (DoDIN). You will support NETCOM in applying architecture to Army Enterprise programs at various life cycle stages. Additionally, you will provide integration support for existing and new Army Enterprise capabilities to infuse new capabilities into the NETCOM Regional Cyber Centers (RCC), Network Enterprise Centers (NEC) and Deployed Forces. You will review Enterprise concepts/designs, provide recommendations, and coordinate results with the NETCOM staff. You will review the Army and DoD policies, processes, and procedures to support cybersecurity as well as standardized implementation of enterprise capabilities. In support of Emerging Strategies, you will review, analyze and provide recommendations to utilize new initiatives and best practices to improve areas within program management. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. This position is located in Fort Huachuca, AZ; some relocation assistance, while not guaranteed, may be available. 

Highlights of Responsibilities:
  • Contribute to the strategic planning, execution, and management for the design, build and deployment of BMC/Remedy ITSM 8.1 x applications built on VMware, Microsoft Server and SQL, integrated in to Army NIPRNet and SIPRNet environments.
  • Support the Government in the development and coordination of guidance and plans, to include operational mission needs, functional priorities, architecture considerations, implementation, and acceptance for assigned Configuration Management Database/Service Support (CMDB/SS) applications.
  • Coordinate and supporting the execution of site surveys, gap identification, pilots, and deployments.
  • Providing design and implementation support for the migration of operational organizations identified by NETCOM to the Enterprise system.
  • Coordinate, review and maintain system documentation, to include System Design Plans (SDPs), Engineering Implementation Plans (EIPs), migration plans, Engineering Change Plans (ECPs), Implementation Support Plan (ISP), System Integration Test (SIT)/System Acceptance Testing (SAT), Change Management  Plans (CMPs), RMF packages, and change and release plans. 
  • Leverage a solid understanding Change Control Release Management and performing CCRM duties, as required. 
  • Provide Development Lab maintenance and Configuration Management, developing and executing processes that ensure security, accessibility, data integrity, recoverability and sustainability.
  • Support the Government in the development of integrations with capabilities/tools suites to include SCCM, SCOM, ACAS, HBSS, Arcsight, CA-Spectrum capability management and engineering, Out of Band Management, Identity and Access Management (IdAM), and Identity Synchronization Service (IdSS)/IdSS Machine Interface (IdMI).
  • Providing Tier III and BMC Vendor Tier IV Engineering and Application direct support to all deployed and operational Remedy/ITSM hub and spoke components, using NETCOM Virtual Private Network (VPN) remote capabilities to access ITSM enclaves within TSC and on-site as required. 
  • Provide G-3/5/7 Tier III and BMC Vendor Tier IV Engineering and Application direct system problem solving and apply required mitigation to all deployed and operational Remedy/ITSM hub and spoke components.


  • Current Information Assurance (IA) certification (required at performance start date): IAT Level III (CISA, GCIH, GCED, CISSP (or Associate), CASP).
  • Clearance (required at performance start date): Secret SSBI (in accordance with AR 25-2)
  • Bachelor's Degree in an IT related field with seven years practical experience or twelve years of direct relevant technical experience may be substituted for education.
  • Current Computing Environment (CE) certification (attainable within 6 months of performance start date): Microsoft Solutions Associate (MCSA)
  • A minimum of 8 years in Server Administration (Microsoft Windows environment, Microsoft Windows Server (minimum 2008).
Preferred Education and Experience:
  • Thorough understanding and ability to apply knowledge and skills of the following areas: Project Management Professional (PMI Best Practices), ITIL v2011, ISO 20000, Microsoft Office Suite, Visio, and Project, Remedy/ITSM, and Microsoft SharePoint.
  • Experience in managing the Full Development Lifecycle with working knowledge of: Requirements Specifications, Formal Testing (including unit, integration and regression testing), Implementation and sustainment of Enterprise Services and NetOps capabilities across the Army�s portion of the DoDIN to include Joint components in support of the Joint Information Environment (JIE).
  • Ensure that the artifacts required are provided to complete the application for Certificate of Networthiness (CoN) to include: coordination with the Security Readiness Review, drafting the POA&M with support from the system engineering team, Identified Independent Authority, and provide all information relevant to Networthiness.
  • Expertise in RMF NIST 800-37, NIST 800-53, NIST 800-53A, CNSSI 1253, DoDI 8510.01, DoDD 8500.01E
    Proficiency in the use of eMASS and APMS database.
  • Extensive experience installing/configuring server hardware and OS software
    Excellent working knowledge of Windows Domains, Active Directory, DNS and Database
  • Solid foundation in Layer-2 and Layer-3 switching technologies
  • Experience working with Management Systems and SNMP
  • Experience in developing system documentation and process


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