Role Description - Develop research strategies to understand the needs of the DLA Enterprise through focus groups and other data collection. - Represent the needs of the DLA Enterprise, functional customers, and other government stakeholders throughout the design lifecycle from discovery through design validation and customer adoption. - Engage with customers to gather requirements and define roles and experiences. - Develop UI/UX standards for the DLA Enterprise and create design prototypes in coordination with architects and application developers. - Work on a cross-functional agile delivery team to analyze and deliver user stories, features, and enhancements. - Develop customized solutions within the ServiceNow platform. - Design, code, and implement ServiceNow applications. - Write unit tests and perform due diligence to meet acceptance criteria. - Create timelines and development goals. - Test the stability and functionality of ServiceNow applications. - Troubleshoot and fix bugs within the platform. - Write documentation and provide technical training to users and team members. - Maintain the security and integrity of the application software. Company Description Since 1999, ITEC has delivered mission-critical support to the DoD and Intelligence Community. Now part of ManpowerGroup Public Sector (MGPS), we continue that work with expanded capabilities. Employees hired through this process will join MGPS and receive a comprehensive benefits package and competitive pay.

Role Description You will be the platform steward for ServiceNow, driving reliability, availability, security, and continuous improvement. You’ll design scalable solutions, lead enhancements and integrations, and ensure compliance with CSV/GxP requirements. Partnering across IT Operations, Cybersecurity, Enterprise Architecture, QA/ITQ, and business stakeholders, you’ll enable high-quality service delivery and measurable outcomes for the organization. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; or equivalent combination of education and experience. - 5+ years managing and maintaining large, enterprise systems in complex, matrixed organizations, with 3+ years directly administering and enhancing ServiceNow. - Expertise in ServiceNow architecture and administration, integrations (APIs, Integration Hub, MID Servers), CMDB/Discovery, and platform governance/security. - Experience operating in regulated environments with CSV/GxP or comparable compliance frameworks. - Strong communication skills and customer focus; ability to translate business needs into technical solutions and articulate trade-offs. - Methodical problem-solving with attention to detail; comfortable working with limited supervision and substantial latitude to plan, prioritize, and execute. Requirements - Lead platform operations and reliability for ServiceNow (ITSM, ITOM, CMDB, Discovery, Catalog/Request, Integration Hub; potentially SPM/HRSD). - Design solutions and implement enhancements, integrations, and workflow automation aligned to governance, security, and performance best practices. - Champion ITIL/ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration), define KPIs/SLAs, and drive continual service improvement. - Manage upgrades, patches, and release cycles; evaluate vendor updates for impact, test thoroughly, and coordinate deployment and change readiness. - Ensure compliance in a regulated environment; lead/participate in Computer Software Validation (CSV) activities and maintain complete, audit-ready documentation (e.g., 21 CFR Part 11, Annex 11). - Provide second-level support and enable first-level support with clear SOPs, work instructions, and knowledge articles; guide junior team members and vendors. - Coordinate cross-functional projects and delivery (Agile/Waterfall/Hybrid); manage backlogs, requirements, designs, testing, releases, and post-implementation support. Preferred qualifications - ServiceNow certifications: CSA, CAD, CIS (e.g., ITSM, Discovery, APM, HRSD), and ITOM. - ITIL Foundation v3/v4; intermediate ITIL certifications are a plus. - Project management certifications (PMP, PRINCE2, Scrum Master) and experience with DevOps/CI/CD for ServiceNow. - Familiarity with data privacy, access management, audit requirements, SOX controls, and life-sciences regulations (21 CFR Part 11, Annex 11). - Any combination of education and experience, which would provide an equivalent background to deliver against role expectations. Benefits - Medical, dental, vision, and prescription drug coverage with the option of a Health Savings Account with company contributions. - Industry leading 401(k) savings plan. - Insurance coverage and employee assistance programs. - Various wellness incentives. - Paid vacation time, sick time, and company holidays.

**Years of Experience:** *5 years of experience* **Education Requirements:*** Bachelor’s degree in IT, Computer Science, or related discipline* **Program Description:** *The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.* **Position Description:** *This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. * **Responsibilities:** · *Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services. * · *Developing custom applications, automating processes, maintaining documentation, and providing training and support to users. * *Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices.*

Role Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to: - Technical assistance for hardware, software, and network issues - Incident and problem resolution - Service request management - Infrastructure monitoring and support - Hardware and software lifecycle support - Management of escalation across all tiers This role manages workflows, service catalog items, integrations, reports, and dashboards while ensuring the platform aligns with business needs. - Responsible for configuring, implementing, and maintaining the ServiceNow platform to support Tier 1–3 services - Developing custom applications, automating processes, maintaining documentation, and providing training and support to users - Identify opportunities for process improvement, ensure system integrity, and serve as a SME on ServiceNow sustainment and best practices Qualifications - Bachelor’s degree in IT, Computer Science, or related discipline - Public trust security clearance Requirements - ServiceNow Certified Implementation Specialist – ITSM preferred - ServiceNow Certified Application Developer preferred Soft Skills - Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail. - Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. - Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. - Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. - Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. - Results oriented: Able to drive things forward regardless of personal interest in the task. Benefits - Medical - Dental - Vision - AD&D - STD - LTD - Company paid Life Insurance - 401k with employer contribution - Paid Time Off - Pet Insurance