Performs varied administrative duties with a relatively broad scope to support an organization’s programs, projects, and activities. Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Maintain effective and efficient adherence to the Event Management Process. Review system and application logs and verify completion of scheduled jobs, including system backups.
Make suggestions to enhance existing processes and procedures, observe and control the status and performance of system components, servers, and network facilities. Answer incoming problem calls from customer and internal sites and resolves associated tickets. Write incidents reports & document events. Follow procedures; provide updates, ask questions, take action, follow up on missing, incomplete or unresolved issues.

• Consult on best practices, assess, and provide recommendations on process optimization, module design, user stories, testing
• Design and Implement modules as requested by NTESS within ServiceNow, for example Virtual Agent and Chat Bot
• Provide recommendations on optimizing the Service Desk and Employee Center
• Develop workflows within the ServiceNow Modules to ensure integration with ITIL and KCS processes
• Provide guidance for training employees on the uses of ServiceNow
• Attend Implementation meetings
• Provide guidance on the application of ServiceNow best practices
• Provide guidance and documentation on configurability of ServiceNow
• Review and assist with converting operational reporting into the ServiceNow module

• Bachelors Degree in a related field plus five (5) additional related years of experience.
• Must be a US Citizenship 

Required Skills 

• Proven experience leading workshops, gathering requriements and interpreting requirements into actionable plans (development stories, project tasks, etc.). 

WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?

Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.

ABOUT US:

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.