Remedy Systems Administrator

Description

Job Description:

Looking for an opportunity to make an impact?
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Are your ready for your next challenge?
We have a dynamic opportunity for a Remedy Systems Administrator to work at our customer site at the National Maritime Intelligence Center, Suitland, MD. In this role you will  you will provide ITSM Suite Management and System Administration support during the core working hours for application users located throughout the National Maritime Intelligence Center (NMIC) and other activities around the world. You will perform and oversee installations and any changes or upgrades to the ITSM Suite and coordinate with local IT representatives to ensure all configuration items associated with this Order, such as hardware, software, documentation and licenses are submitted to the local Configuration Manager (CM) according to the project schedule and in accordance with existing processes and procedures.

NOTE: Must have an active Top Secret/SCI clearance, to be considered

THE MISSION
The purpose of this effort is for the Remedy, Help Desk and ADP Center support effort, which supports the Hopper Information Services Center (ISC), Operations Department (ISC-N3), and Services Division (ISC-N33) mission and to provide support for the operation and maintenance of IT Service Management tools (BMC Remedy); for Customer Service Support and for Datacenter operations.

If this sounds like the kind of environment where you can thrive, keep reading!

THE CHALLENGE (primary responsibilities)
•Provide technical support for operations and environment support aspects of the Hopper Enterprise ITSM Suite which serves customers, engineers, user-support groups, management and others in the Hopper ISC and its customers.
•Provide training of ITSM Suite components to end users, customer support personnel and others. Developing supporting material and training documentation as required and in accordance with existing processes and procedures.
•Meet with representatives from the Help/Service Desk and Tier III Support Teams to discuss changes and refinements to the ITSM Suite work flows and emerging trends that indicate improved efficiency or quality of incident response via additional pre-emptive service or self-service expansion.
•Support application users located throughout the National Maritime Intelligence Center (NMIC) and other activities around the world.
•Install, configure, administer, and deploy Asset Management and Discovery ITSM Suite components in accordance with existing processes and procedures.
•Support project management activities to include providing documentation and training.

WHAT SETS YOU APART (minimum job qualifications)
•A Bachelor's degree with a minimum of 6 years of relevant experience; additional years of experience required in lieu of a degree
•Working knowledge of Service Desk operations and fundamentals.
•3 or more years' of IT experience in Windows Server Administration.
•2 or more years’ business analysis on data using BMC Smart Reporting or comparable reporting tools.
•3 or more years' hand-on experience with Asset management, Service Level Management, Service Request Management and Change Management.
•5 or more years' of hands on experience with the Remedy © ITSM Suite administration and development.
•1 or more years' BMC Discovery Administration and Configuration.
•Proficient with various Remedy ITSM modules (Incident, Problem, Change, Knowledge, SRM, Asset, CMDB). 
•Able to create accounts, manage support groups and Product Categories.
•Up to 10% travel may be required

Certification Requirements
•ITIL V3 or V4 Foundation certification
•CompTIA Security+  certification

Preferred Certification
•BMC Certified Administrator/Associate certification

Security Clearance Requirement
•An active DoD Top Secret/SCI

Salary to be determined by the applicant’s education, experience, knowledge, skills and abilities, internal equity, market data, and possibly contractual requirements


Hopper

Pay Range:

About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 45,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022.  For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.