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Remedy Specialist- Able to Obtain Secret Clearance (RIV01565)

Equipment/Technology Specialist

Equipment and Facilities Specialist



Virginia, United States

**Remedy Specialist- Able to Obtain Secret Clearance****Description****RiverTech, an Akima Company,** delivers missionsupport services in the areas of engineering, communications, training,operations and maintenance, intelligence, aviation, logistics, and spacesystems that protect and defend sea, land, air and space operations and theirpersonnel. Providing the talent, tools, and technologies to ensure exceptionalperformance in todays most demanding and strategically critical globalenvironments. This is RiverTech. Our personnel enjoy competitive benefitspackages and challenging roles in work environments committed to innovation,diversity and opportunity for career growth. As an Alaska Native Corporation(ANC), 100% of our companys profits go back to our 14,300 Iupiat shareholdersthat have resided near and above the Arctic Circle for more than 10,000 years.Our business helps support their way of life and contributes to the survival ofa culture that has thrived in a challenging environment.**Job Summary:**Manage the work-orders, and cataloging within REMEDY BMC version 8 (soon to be version 9) Information Technology Service Management (ITSM) process. Controls planning and execution of the process tasks, activities and resources to assure established cost, time, and quality goals are met. Responsible for properly applying general ITSM knowledge, skills, tools and techniques to deliverables, processes and systems that meet or exceed stakeholder needs and expectations. Operates within defined parameters using Joint Service Providers ITSM methodology in accomplishing goals.**Responsibilities:****Build and Deployment:** Support day-to-day operations of the build and deployment team, including request intake, issue resolution and release coverage. Support the implementation of automated/continuous build, deploy and release processes using integrated tools in the Remedy BMC ITSM system.New/modify build and deployment setup, release support, etc. Issue Management and support of value streams. ID and Access Management support. Provides analysis and support for batch job issues, changes and modernization efforts when needed.**Release Management:** May assist Release Management members during monthly releases in a variety of capacities. Confirms request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate. Incident Management: Ensures data quality of incident tickets through daily review and ensures tickets are updated and closed in a timely manner. Holds support areas accountable for ticket updates.Helps conduct post-implementation change incident review analysis and process audits. Production Support: Ensures communication of incidents occurs according to agree upon Service Level Agreements (SLAs). Drive incident escalation per defined best practices. On-call responsibilities shared with teammates.**Problem Management:** Analyzes Incidents/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services. Helps review resolved problems for permanent solutions and potential future problems. Change Management: May assist in developing change management policy and process recommendations.Assists developing instructions and training in support of change management. Configuration Management: Maintains records of Configurations Items and assists in the development of configuration plans. Service Request Management: Works with service owners to help drive process correction and participates in the creation of new processes. Works with appropriate partners to ensure that requests are created and delivered.Identifies and clarifies requirements for implementation - confirms proper implementation. Input/submit Service Requests, Project Records, Change Controls, and Work Orders to support various internal services.**General:**+ Consistently produce accurate and timely work.+ Organization and time management skills; the ability to prioritize workload.+ Effective oral and written communication skills, alongside supporting phone, email and in-person communications.+ A professional appearance and demeanor.+ Flexibility to meet required deadlines with short notice.+ Advanced level Excel skills required and thorough knowledge of Microsoft Office applications.+ Work directly with company principals to monitor, forecast and report ongoing projected requirements.+ Reporting & Programming: Moderate report development experience, review and presentation in the areas of incident, problem, monitoring & alerting, and build/deploy. Potential involvement in assisting/leading automation development and/or programming features.+ Special projects as needed.+ Exhibits objectivity and openness to others' views. Gives and welcomes feedback.+ Puts success of team above own interests.+ Planning & Project Management:+ Able to set appropriate goals and prioritize tasks.+ Able to complete tasks within the time allocated to accomplish results.+ Able to accurately evaluate and estimate new tasks.**Qualifications****Minimum Qualifications:**+ One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role preferred.+ One year of experience in Technology or IT Service Management role required+ Programming/reporting experience would be a plus.+ Ticketing and work tracking with such tools as BMC Remedy+ Moderate familiarity and prior experience with tools such as, SQL, .Net, AWS, Splunk, Remedy, Sharepoint, etc.+ Must be able to obtain a Secret level security clearance**Education:**+ Bachelor of Arts (Preferred)+ Certified Security+ CompTIA Security+ Defense Property Accountability System (DPAS) trained and certified (preferred)**Schedule:**+ Full-time, Monday to Friday+ No weekends**Job Types: Full-time**The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted._We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law._We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or [Register to View] . Reasonable accommodation requests are considered on a case-by-case basis.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.Please do not use the dedicated email or phone number above to inquire on the status of your job application._In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application._**Job:** Information Technology**Primary Location:** US-VA-Alexandria**Shift:** Day Job**Req ID:** RIV01565