Job Details
Amentum
Self-Help Engineer
Supporting the Most Exciting and Meaningful Missions in the World
Self-Help Engineer
Amentum is currently seeking a Self-Help Engineer to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.
You will be a part of a team that provides end-user support with processes for managing and delivering services that are ITIL® conformant.
As a member of the team, you will:
Assist with improving client software architecture and supporting existing software.
Engineer hardware components that optimize certain technologies, provide technical support to clients, testing applications, and maintain hardware.
Add knowledge articles (KA) Correcting/modifying Kas.
Ensure consistency between self-help KB and the ITSM KB.
Facilitate transition of knowledge from internal usage to customer-visible knowledge.
Ensure consistency between self-help KB and external knowledge stores.
Analyze trends in self-help usage.
Lead and/or participate in process and system improvement projects.
Integrate chatbot, AI, NLP and other advanced technologies into self-help offering.
Minimum Qualifications:
Must have a High School Degree and 2 years of experience.
Must be able to obtain a Top Secret (TS) or DOE Q clearance and be able to maintain it for the life of the contract.
Technical writing experience.
Knowledge of WordPress or other web-based languages.
Data analysis capability – generating requirements for PowerBI, ServiceNow, or other analytical tools.
Understanding of UX concepts and application.
Knowledge of scripting and understanding of program code.
ServiceNow familiarity.
Familiarity with service desk operations and processes, including integration of knowledge with incident and request fulfillment practices.
Certifications & Training
Knowledge or expertise in ITIL.
Certification required within 60 days of employment.
Knowledge or expertise in KCS.
Certification required within 60 days of employment.
Preferred Qualifications:
Active DOE Q or Top-Secret Clearance.
Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.