• Remedy ITSM – System Engineer - Senior

    Job ID 2019-3330
    Job Locations
    US-AZ-Fort Huachuca
    IT: Administrator / Analyst / Architect / Engineer
    Regular Full-Time
  • Responsibilities

    NCI:  As an ITSM Remedy ITSM System Engineer - Senior you will provide services in support of the U.S. Army Network Enterprise Technology Command (NETCOM).  You will provide configuration 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 ForcesYou will provide support to the planning, concept and requirements development, implementation, and incorporation of Enterprise capabilities into the Army’s portion of the DODIN.  You will review Enterprise concepts/designs, provide recommendations, and coordinate results with the NETCOM staff. You will provide cybersecurity support in the planning, concept development, implementation, and incorporation of Enterprise capabilities. You will review the Army and DoD policies, processes, and procedures to support standard 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.


    Highlights of responsibilities:

    • Support efficient and effective service management processes by providing accurate configuration information.
    • Ensure the integrity of CIs and configurations required to control the services by establishing and maintaining an accurate and complete configuration management system.
    • Identify, control, record, report, audit and verify services and other configuration items (CIs), including versions, baselines, constituent components, their attributes and relationships.
    • Maintain accurate configuration information on the historical, planned and current state of services and other Cis.
    • Support the Government in 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 CMDB/SS applications.
    •  Coordinate, review and maintain system documentation, to include SDP, EIP, migration plan, ECP, Implementation Support Plan (ISP), System Integration Test (SIT)/System Acceptance Testing (SAT), CMP, RMF packages, and change and release plans.
    • Provide Development Lab maintenance and Configuration Management, developing and executing processes that ensure security, accessibility, data integrity, recoverability and sustainability.
    • Provide NETCOM 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 Active Secret Security Clearance 
    • Bachelor’s Degree 7 – 12 years of experience
    • IAT III certified (CISA, GCIH, GCED, CASP CE, CISSP (or Associate), CCNA Security).
    • CE requirement within 6 months of hire, Microsoft Certified Associate (MCSA) or higher or VMWare ESX 5 or higher, BMC Remedy certification.

    Preferred Education and Experience:

    • Plans and Programs required skills to include: Interpersonal relationship/communication skills, Problem solving skills, Organizational and Operational skills and financial analysis skills.
    • 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.
    • Knowledge of RMF NIST 800-37, NIST 800-53, NIST 800-53A, CNSSI 1253, DoDI 8510.01, DoDD 8500.01E
    • Thorough understanding and ability to apply knowledge and skills of the following areas: ITIL v2011, ISO 20000, Microsoft Office Suite, Visio, and Project, Remedy/ITSM, 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 LWN to include Joint components in support of the Joint Information Environment (JIE).

    Physical Requirements:

    • Sitting for long periods
    • Travel by land or air transportation 25%

    It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulationsNCI is a VEVRAA Federal Contractor.


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