DMI (Digital Management, LLC)

ServiceNow

• Provides day-to-day platform support/configuration for TSA ServiceNow ITSM/ITOM.
• Supports enhancements, testing, documentation, and O&M handoff.

ServiceNow Support

Engineer

• Engineers and integrates voice, video, and collaboration capabilities across IT/OT environments
• Including lab validation
• Cutover support
• Operational testing
• Transition artifacts
• ORR support

VoIP Engineer

• Engineers and integrates voice, video, and collaboration capabilities across IT/OT environments
• Lab validation, cutover support, operational testing, transition artifacts, and ORR support
• Secure/reliable communications engineering, testing, stabilization, O&M handoff, and ORR support

Mid-Level VoIP Engineer

ServiceNow Support, Mid-Level

• Build, configure, and maintain the platform improvements defined by our ServiceNow Architect
• Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels
• Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging
• Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types
• Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences
• Build and maintain Flow Designer flows and business rules that drive catalog task automation
• Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog
• Support customer onboarding teams with integration testing, troubleshooting, and documentation
• Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration
• Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements

ServiceNow Developer

Technical Project Manager

• Facilitating State agency and Master Contractor discussions/meetings
• Identifying issues and risks, and recommending possible issue and risk mitigation strategies
• Identifying critical paths, tasks, dates, testing, and acceptance criteria
• Ensuring that performance is within scope, consistent with requirements, and delivered on time and within budget
• Providing solutions to improve efficiency (e.g., reducing costs while maintaining or improving performance levels)
• Monitoring issues and providing resolutions for up-to-date status reports
• Demonstrating excellent writing and oral communication skills
• Familiar with large organizational IT network management and maintenance services in managing projects or providing support, such as but not limited to: Primary - network management, maintenance, and operations support; systems maintenance and operations support Security of customer data and assets, tools, and policies infrastructure management; Network Operations Center (NOC) management technical services network security and certification services disaster recovery services, including backup and restoration application server support and application support

Infrastructure Engineer

• Administer and manage large-scale VMware environments, including VMware vSphere and VMware vCenter Server
• Design, configure, and maintain ESXi hosts, clusters, and resource pools
• Optimize virtual infrastructure performance, capacity, and scalability
• Implement high-availability (HA) and disaster recovery (DR) solutions aligned to RPO/RTO requirements
• Configure and manage disaster recovery technologies (replication, failover, failback)
• Execute DR testing, failover scenarios, and recovery validation
• Ensure business continuity across critical applications and infrastructure platforms
• Integrate VMware platforms with enterprise storage (SAN/NAS, vSAN)
• Manage storage provisioning, replication strategies, and performance tuning
• Collaborate with storage teams supporting NetApp, Infinidat, or similar platforms
• Support dependencies including: DNS, DHCP, IPAM TCP/IP networking and segmentation strategies
• Ensure alignment of virtual infrastructure with enterprise network architecture
• Implement security hardening across: Hypervisors (ESXi)
• Management planes (vCenter, admin tools)
• East-west traffic controls within virtual environments
• Support vulnerability remediation and compliance requirements (e.g., SOC-driven scans)
• Maintain adherence to state and enterprise security policies
• Provide Tier 3 support for production-impacting incidents
• Perform root cause analysis and implement long-term corrective actions
• Participate in on-call rotations and after-hours support for critical outages
• Maintain operational documentation and standard operating procedures
• Execute infrastructure changes in accordance with enterprise change management processes
• Document design decisions, configurations, and implementation steps
• Participate in CAB reviews and ensure minimal risk to production systems
• Support audit requests and regulatory compliance requirements

VMware Infrastructure Engineer

Administration

• Support a federal government customer's application portfolio.
• Own the full lifecycle of the Informatica environment, including server patching, version upgrades, and ETL mapping development and maintenance.
• Work closely with a cross-functional application development team.
• Manage all day-to-day operations of a production Informatica environment supporting a suite of data-driven government applications.
• Plan and execute Informatica server patches and version upgrades including pre-upgrade assessments, regression testing, and post-upgrade validation.
• Maintain, modify, and create ETL mappings that support Oracle-backed application workflows.
• Conduct environment assessments and document current state, risks, and recommended remediation actions.
• Coordinate with application developers on mapping changes driven by schema updates, application modifications, or new feature requests.
• Troubleshoot data anomalies across integrated applications when Informatica mappings are a contributing factor.
• Document all configuration changes, upgrade activities, and mapping modifications in source control per project standards.
• Provide knowledge transfer and technical coaching to government technical staff.
• Manage and track work through Jira, contributing to bi-weekly status reporting.

Informatica Administrator

Salesforce Developer

• Utilize best practices to perform enhancements as needed to the Salesforce.com platform
• Hands-on participation in producing tangible deliverables (e.g., requirements specification, design deliverables)
• Collaborate with team members on custom software/integrations and system testing
• Lead customer-driven solutions utilizing strong technical design skills and strong working relationships with internal groups
• Guide users in formulating requirements, advise on alternatives and on the implications of new or revised processing analysis
• Develop, document, and enforce application standards and procedures