A1FED

ServiceNow

• Architect scalable, secure, and compliant ServiceNow solutions across multiple domains and modules.
• Serve as the technical SME on platform capabilities including: IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• Security Operations (SecOps)
• Strategic Portfolio Management (SPM)
• Integrated Risk Management (IRM)
• HR Service Delivery (HRSD)
• App Engine and Automation Engine
• CMDB and CSDM.
• Design integrations using Integration Hub, REST APIs, and custom spokes.
• Guide developers and administrators, ensuring alignment with best practices and federal security requirements.
• Oversee technical design documentation, architecture diagrams, and configuration standards.
• Collaborate with Program Manager, Product Owners, and Stakeholders to support roadmap planning and delivery.

ServiceNow Certified Technical Enterprise Architect – Federal IT Program

Systems Engineer

• Analyze learning needs using a variety of sources, including client-provided data and interviews with subject matter experts.
• Create detailed design documents for both virtual and web-based training.
• Support subject-matter experts with the ADDIE process, adult learning theory, and multimedia best practices.
• Conduct deep dive reviews of literature, research, and/or existing courses, as assigned.
• Derive recommendations and conclusions in concise reports and presentations.
• Plan and write briefs, reports, policies, and white papers related to education and training.
• Coordinate outreach with library program development personnel to assess information resources usage trends and MTF needs.
• Monitor, audit, and curate Virtual Education Center content regularly in conjunction with subject-matter experts and client guidance to ensure accuracy.
• Coordinate and facilitate working groups for policy and training development.
• Create and maintain standardized reporting for the DHA Medical Library program.
• Support the eLearning SME in LMS duties, such as communicating with Joint Knowledge Online (JKO) team.
• Assist with consolidating and presenting course evaluation (e.g., end-of-course survey) and other education and training analytics.

Instructional Systems Designer, Tech SME

Customer Support

• Provide Level 1 support via phone, email, remote, and in-person hands-on assistance
• Resolve user requests within two business days and communicate resolutions by email, phone, or in-person
• Use and monitor support desk ticketing system (currently ZenDesk) throughout the business day
• Receive and assist walk-up users and verbally inform them of two-business-day resolution goal
• Prioritize immediate assistance for Presidential appointees, SES, and other high-level employees as determined by the CIO
• Resolve and close 70% of tickets handled by Level 1 staff that are not escalated to Level 2 within two business days
• Troubleshoot Windows, Outlook, network file shares, file permissions, printers, VoIP, and connectivity issues
• Administer user accounts in Active Directory
• Facilitate and run Teams and Zoom meetings and support videoconferencing/audio equipment
• Install and uninstall laptops, deploy Windows OS images, and perform AV setup
• Test Wi-Fi and Ethernet access points and support Apple iPhones including MDM enrollment and replacements
• Support employee relocations within the headquarters and perform equipment lifecycle management
• Work hours: support coverage 8:30 a.m. to 5:30 p.m., Monday through Friday (Washington, D.C. local time)

Junior Computer User Support Specialist

System Administrator

• Administer and support IBM z/OS DB2 and IMS subsystems
• Manage and maintain z/OS UNIX System Services and MVS UNIX
• Provide system configuration, performance tuning, and troubleshooting to ensure optimal availability and reliability
• Support Broadcom software products including CA Endevor, CA Gen, CA Easytrieve, CA7, CA Top Secret, Sysview, and CA 1
• Administer and support SAS for monitoring, reporting, and automation
• Implement and enforce security, backup, and recovery strategies
• Perform installation, upgrades, and maintenance of mainframe software and tools
• Collaborate with federal stakeholders to meet compliance, reporting, and operational requirements

z/OS, DB2 and IMS System Administrator

• Architect scalable, secure, and compliant ServiceNow solutions across multiple domains and modules.
• Serve as the technical SME on platform capabilities including: IT Service Management (ITSM) IT Operations Management (ITOM) IT Asset Management (ITAM) Security Operations (SecOps) Strategic Portfolio Management (SPM) Integrated Risk Management (IRM) HR Service Delivery (HRSD) App Engine and Automation Engine CMDB and CSDM
• Design integrations using Integration Hub, REST APIs , and custom spokes.
• Guide developers and administrators, ensuring alignment with best practices and federal security requirements.
• Oversee technical design documentation, architecture diagrams, and configuration standards.
• Collaborate with Program Manager, Product Owners, and Stakeholders to support roadmap planning and delivery.

ServiceNow Enterprise Architect – Federal IT Program

Software Engineer

• Design, develop, and maintain application programming interface (API) and data integration processes between ServiceNow/Nuvolo and external systems
• Load assets into ServiceNow from third-party systems using web services and Import Sets
• Integrate with external web services via Simple Object Access Protocol (SOAP) and Representational State Transfer (REST) methods
• Collaborate with Reservation System stakeholders to identify compliance risks and communicate impacts to executive management
• Analyze and document business requirements, developing Systems Requirement Specifications (SRS) and system definition models
• Configure and manage ServiceNow email notifications, inbound actions, reports, gauges, and home pages
• Develop and maintain Reservation System (Nuvolo) operational and financial metrics, ensuring adherence to established support models
• Define functional needs and architect solutions for Reservation, Space, and Real Estate management in Nuvolo and ServiceNow
• Implement and enhance Service Catalog, Incident Management, Change Management, Configuration Management, and Knowledge Management workflows
• Create and enhance Facilities Catalog Items for Reservation System improvements
• Work with Business Rules, Client Scripts, User Interface (UI) Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists (ACL)
• Support change and release management processes
• Design intuitive form layouts using UI Actions and UI Policies
• Develop new Service Catalog items and troubleshoot issues in Incident, Problem, and Change Management modules

Nuvolo Developer (Remote)

• Apply the ADDIE Model, multimedia principles, and adult learning theory to develop engaging training materials.
• Utilize a variety of art media, techniques, and creative software to produce polished, publication-ready content.
• Assist in the development of just-in-time training materials, audio-visual presentations, scheduling, and follow-on actions.
• Apply Section 508 compliance requirements to all courseware and resource materials.
• Conduct alpha and beta testing for both self-developed and peer-developed eLearning products.
• Upload SCORM packages into the client’s LMS testing environment, including pre- and post-assessment materials.
• Collaborate with instructional designers, subject matter experts, and developers to create eLearning courses.
• Ensure compliance with client branding and template guidelines for all training deliverables.
• Use Articulate Storyline and Adobe Creative Cloud to develop synchronous and asynchronous eLearning products.
• Communicate effectively with program managers, team members, and government points of contact.
• Apply design principles such as color, line, form, and space to produce visually appealing eLearning content.
• Provide developmental timelines based on the various phases of assigned projects which, due to their size, scope, and priority, must be segmented and assigned to other development specialists within the organization.