Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Configuration Technician for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The Configuration Technician is responsible for supporting Configuration Management activities within NIH CIT Operations. This role involves assisting in documenting and maintaining configuration items (CIs) and ensuring accurate and up-to-date records in the Configuration Management Database (CMDB). The Configuration Technician plays a crucial role in supporting Change Management processes by ensuring that configuration items are properly identified and tracked. We are looking for a strong candidate with a good understanding of IT Infrastructure that will work with the various departments within the program that will work to develop and implement processes and procedures that will drive a proactive process management, that includes configuration, change, release, production deployment areas. The candidate should have a working knowledge of IT Infrastructures and applications, as well as IT Service Management tools. The candidate will be responsible for working with each department within the program to analyze processes, recommend new processes and procedures, develop SOPs and work with managers to implement and track the effectiveness of the processes and procedures.

Key Tasks and Responsibilities

Configuration Management Support:

• Assist in documenting and maintaining configuration items (CIs) in the Configuration Management Database (CMDB).

• Work closely with Configuration Managers to ensure accurate records of hardware, software, and related components.

• Help baseline the current set of CIs and ensure they are properly documented and controlled.

• Track changes to configuration items, ensuring updates are accurately reflected in the CMDB.

• Collaborate with stakeholders to verify and validate CI information, maintaining data integrity.

Change Management Support:

• Assist Change Managers in assessing the impact of proposed changes on configuration items.

• Provide support in identifying related configuration items affected by change requests.

• Help ensure that changes are properly documented and recorded in the CMDB.

• Assist in verifying and auditing changes to configuration items to ensure accuracy and compliance.

Continuous Improvement:

• Participate in continuous assessment of Configuration Management processes and practices.

• Identify areas for improvement and provide input to enhance the efficiency and effectiveness of configuration management activities.

• Collaborate with team members to implement approved improvements and changes.

• Stay updated on industry best practices and trends in Configuration Management to contribute to process enhancement efforts.

Job Requirements:

Education & General Experience

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).

• 2+ Years experience supporting configuration and change management environment, requirements gathering, and documentation.

• Experience with at least two of the ITIL processes: configuration, change, release, production migration.

• Knowledge of Configuration Management principles and practices.

• Familiarity with Configuration Management tools and databases, such as ServiceNow.

• Knowledge of IT infrastructure and support.

• Experience developing, writing and implementing SOPs.

• Strong attention to detail and organizational skills.

• Good communication and interpersonal skills.

• Ability to work effectively in a team environment.

• Strong experience with Microsoft Office Suite (Excel and PowerPoint).

• Eagerness to learn and adapt to evolving technologies and processes.

Certifications

• ITIL 4 Certification (Preferred)

Security Clearance

• Public Trust Moderate (Tier 2)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

• May require lifting and carrying heavy equipment.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at

314.952.5138
or
[email protected]
.

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Job Snapshot

Employee Type Full-Time

Location Bethesda, Maryland, US, MD (Hybrid)

Job Type Government, Information Technology, Other

Experience Not Specified

Date Posted 04/11/2024

Job ID 4221/3132/20773

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