Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations.
Maintain incident and request routing, assignment rules, and SLA definitions, including pause handling and service-level tracking.
Build and maintain service catalog items, provisioning workflows, and related operational dependency documentation.
Rackner develops and supports technology that helps federal healthcare organizations deliver reliable, effective services. They are a company focused on building dependable IT solutions, with a culture that values technical ownership, thoughtful problem-solving, and collaboration.
Lead service-desk operations across the USMEPCOM enterprise, managing queues, staffing, escalations, and VIP support.
Use ServiceNow to monitor performance, identify trends, and improve service quality and customer experience.
Coordinate with government leadership and process owners to align activities with IT service management processes.
DecisionPoint Corporation is an IT services company providing enterprise IT support and service-desk operations for government programs. The company emphasizes equal opportunity and affirmative action in its workplace.
Serve as the initial point of contact for USMEPCOM users, providing Tier 1/2 support for hardware, software, network, and account issues.
Document interactions in ServiceNow, resolve approved first-contact issues, and escalate advanced technical requests.
Recognize potential outage signals and support assigned shifts, including after-hours and surge coverage when required.
DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.
Administer and maintain the ServiceNow self-service portal, service catalog, knowledge content, and ticket-routing rules to enhance Tier 0 capabilities.
Analyze service data to convert recurring incidents into reusable knowledge and automated resolutions, reducing avoidable tickets and improving customer experience.
Configure dashboards and reports to track self-service adoption, deflection, and routing accuracy, and coordinate with teams for controlled releases and testing.
Computer World Services (CWS) provides IT solutions and support for federal and DoD clients. The company values diversity and inclusion, offering equal employment opportunities.
Lead integrated service coordination across service desk, application teams, cybersecurity, and clinical governance.
Maintain service management plans, catalogs, runbooks, escalation paths, and decision logs.
Coordinate incident, problem, change, and improvement processes in ServiceNow workflows.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovative and agile solutions. The company has been recognized as a Top Work Place by The Washington Post and fosters a dynamic, collaborative, and customer-focused culture.
Lead daily service-desk operations, managing incident, request, and problem queues across all support tiers.
Develop staffing schedules, monitor queue volumes, and coordinate escalations and shift handoffs for 24/7/365 coverage.
Use ServiceNow to manage tickets, dashboards, reports, and knowledge, while conducting quality reviews and identifying improvement opportunities.
Computer World Services (CWS) provides IT service desk operations and support for government contracts. The company is an equal opportunity employer committed to diversity and inclusion, with a focus on delivering high-quality technical services.
Provide advanced Tier 1/2 support for incidents involving hardware, software, operating systems, networks, and enterprise applications.
Create accurate ServiceNow records, prioritize and resolve issues, and escalate complex cases or outages.
Guide less-experienced analysts and support VIP, executive, and after-hours operational needs.
DecisionPoint Corporation provides IT and professional services supporting government programs and enterprise clients. The company is an Equal Opportunity and Affirmative Action employer focused on mission-critical delivery and a collaborative culture.
Maintain and improve ServiceNow workflows supporting reliable federal IT service operations.
Develop and test Flow Designer automations with documented fallback and rollback paths.
Troubleshoot workflow failures, integrations, permissions, and data quality issues.
NetImpact Strategies is a digital transformation consultancy that partners with federal agencies to deliver solutions in cloud, automation, cybersecurity, and data analytics. With a collaborative culture and recognition as a Top Workplace for several years, the company emphasizes innovation and employee well-being.
Establish and lead the Service Management Office, defining governance frameworks, standards, and performance mechanisms for Client IT Operations.
Drive major incident, problem/RCA, change, and release governance, ensuring disciplined execution and executive-quality communications across global teams.
Partner with technical leaders to convert recurring incidents and control gaps into prioritized improvement initiatives with measurable operational reporting.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, providing a financial edge in a competitive market. The company is growing rapidly and investing in its people, fostering a culture of innovation and modernization in healthcare technology.
Lead service integration across multiple IT providers and vendors.
Develop the Integrated Service Management Plan, RACI, and interface agreements.
Establish clear case ownership, escalations, and handoffs.
Rackner provides technology and services supporting federal missions, including cloud, DevSecOps, AI/ML, software engineering, and mission operations. The company values collaboration, professional growth, and practical solutions to complex challenges.
Design and maintain interactive dashboards using ServiceNow Performance Analytics and Microsoft Power BI.
Extract and integrate data from ServiceNow ITSM modules to create automated reporting solutions for government leadership.
Analyze ITSM data to identify trends and drive continuous improvement in service delivery.
G2IT is a government contractor providing IT services to the Department of Defense. They support large-scale programs with a focus on customer service and mission-critical operations, fostering a collaborative culture in a remote environment.
Lead IT Capability Request analysis, requirements elicitation, and business/solution assessments for a federal agency.
Translate mission needs into epics, user stories, and acceptance criteria while supporting UAT and implementation.
Mentor analysts, establish requirements standards, and deliver executive-level reports and recommendations.
Provides enterprise IT consulting and support to a federal agency, specializing in requirements analysis, technology evaluation, and service delivery. A remote-first government contractor with an experienced team, it values mentorship, quality, and collaboration.
Develop and maintain KPIs, SLAs, and SLOs while analyzing service data for trends and risks.
Coordinate Daily System Status reporting and provide actionable insights for stakeholders.
Support ServiceNow configuration and enhance performance measurement and analytics capabilities.
DecisionPoint Corporation is a professional services firm providing innovative solutions to government and commercial clients. With a focus on performance and service management, the company values its employees and fosters a collaborative culture.
Coordinate and manage Major Incident process activities, including Sev1 and Sev2 incidents.
Communicate with internal and customer stakeholders on status, resolution, and success criteria.
Partner with Problem Management on RCA process and create Technical Action Plans.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, helping them modernize operations and compete effectively. The company is experiencing strong market momentum and is investing in its people as it expands.
Define and maintain SOPs for Agile methodology, Jira usage, and stand-ups across all Engineering teams.
Track delivery commitments and surface blockers early across Engineering, Product, Customer Support, and vendors.
Own escalation paths and SLAs for customer-reported issues, ensuring consistent triage and communication.
Great Gray Group is a leading independent provider of trustee and administrative services to Collective Investment Trusts, with over $385 billion in assets under management. The company is a high-growth organization with a culture focused on growth mindset, disciplined curiosity, grit, results ownership, and collaboration.
Support development and maintenance of the program ITSM Plan and Service Management System.
Map and analyze ITSM processes to identify gaps, duplication, bottlenecks, and automation opportunities.
Facilitate process reviews and support continual improvement across ENLIST tasks.
DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer providing equal employment opportunity in accordance with applicable laws. They are a company of a size not specified, focusing on service-management process design and support for government programs.
Lead day-to-day operations of the Service Management organization to ensure efficient service delivery and adherence to SLAs.
Provide governance and oversight of the Managed Service Provider (MSP) including performance monitoring and compliance.
Drive service desk transformation initiatives such as automation and AI-driven solutions to improve efficiency.
A.C.Coy is an information technology services company that provides staffing and managed solutions. The organization focuses on operational excellence and client service delivery.
Coordinate and facilitate meetings, document minutes, and follow up on action items as assigned by the Operations Manager.
Support and report to the Operations Manager to prepare and revise reports and presentations related to the supported product.
Provide subject matter expertise in risk management, ensuring risks are documented and communicated effectively.
LTS is a technology services company providing contracted support to federal agencies. The company values innovation, growth, and collaboration, and offers comprehensive benefits for employees.
Lead day-to-day service operations across multiple teams supporting a complex federal health IT mission.
Coordinate operational schedules, workforce capacity, and resources across training, field activities, and service delivery.
Support the Program Manager, lead operational reviews, and maintain operational continuity.
Rackner is a technology company supporting federal health IT missions, solving complex operational and technical challenges alongside multidisciplinary teams. The company values collaboration, practical problem-solving, and continuous improvement, with a culture focused on professional growth and meaningful mission outcomes.
Lead and coordinate the onsite IT support team, allocating incidents, service requests, and operational tasks.
Provide technical oversight across desktops, Windows systems, Microsoft 365, peripherals, and connectivity issues.
Track SLAs, manage escalations, and drive continuous service improvement through reporting and documentation.
Jobgether is a talent matching platform that connects candidates with employers worldwide using AI-powered matching. The partner company manages enterprise IT infrastructure services and values in-person collaboration with flexibility to support wellbeing and productivity.