Source Job

• 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.

• 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.

• 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.

• Act as primary liaison between business stakeholders and IT to align ServiceNow solutions with organizational goals.
• Lead requirements-gathering sessions, analyze business processes, and create functional specifications for development teams.
• Support ServiceNow module implementation, testing, and training to drive adoption and business value.

Electrosoft Services, LLC provides technology-based solutions to federal customers, specializing in cybersecurity, ICAM, Zero Trust, digital engineering, and enterprise AI. The company fosters teamwork, work-life balance, and employee recognition with a culture of camaraderie.

• Provide responsive, reliable, and consistent IT service delivery to HHS users, solving computer hardware, software, and network issues via phone, email, or in person.
• Meet all Service Level Agreements by diagnosing, isolating, and resolving technical problems, with prompt referrals and escalations to appropriate support teams.
• Document, track, and monitor problems in ServiceNow, and recommend system modifications to reduce recurring user issues.

Peraton is a next-generation national security company that delivers mission-critical IT solutions to government agencies, including the HHS OIG. It is a large, mission-driven organization that fosters a team-building culture and a fast-paced, evolving environment.

• Design, develop, test, and deploy custom applications and integrations on the ServiceNow platform.
• Collaborate with stakeholders to implement ServiceNow modules including Incident, Change, Asset, CMDB, Service Catalog, and Knowledge Management.
• Troubleshoot workflows, maintain technical documentation, and ensure compliance with security policies.

Edgewater Federal Solutions is a federal contracting company that provides information technology and mission support to government agencies. They support major national laboratory programs and foster a collaborative team environment.

• Design, develop, configure, test, deploy, and maintain ServiceNow applications and technical solutions.
• Build and enhance ServiceNow capabilities across ITSM, App Engine, CMDB, Service Catalog, Knowledge Management, reporting, and workflows.
• Collaborate with technical teams and stakeholders in an Agile environment to deliver secure, reliable, and meaningful public-sector solutions.

They are a mission-driven technology team delivering enterprise solutions that support a large U.S. Department of Homeland Security technology environment. They value technical excellence, continuous improvement, and meaningful public-sector impact.

• Design and develop ServiceNow reports, dashboards, and Performance Analytics for IT visibility.
• Automate ITSM reporting and KPI frameworks to deliver actionable insights.
• Partner with stakeholders to define requirements and resolve data quality issues.

Danaher is a global life sciences, biotechnology, and diagnostics innovator helping solve the world's most important health challenges. With over 60,000 associates across more than 15 businesses, it fosters a culture of continuous improvement and belonging.

• 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.

• 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.

• Lead the design, development, and deployment of ServiceNow applications for federal projects.
• Build custom workflows, integrations, and portal components using JavaScript, REST/SOAP APIs, and Flow Designer.
• Mentor developers and collaborate with stakeholders in an Agile environment to deliver scalable solutions.

LightFeather delivers innovative, mission-critical solutions for federal government projects. The company is a purpose-driven team that works on diverse, meaningful projects alongside industry experts.

• Monitor project progress, identify and mitigate risks, and provide timely status updates to client and senior management.
• Manage ServiceNow projects from initiation to completion using Scrum-based Agile methodology, ensuring adherence to timelines and budgets.
• Serve as primary point of contact for technical aspects of the ServiceNow platform and support planning across multiple modules.

NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovation and agility. The company has been recognized as a Top Work Place by The Washington Post multiple years, fostering a dynamic and collaborative culture.

• Supervise a team of Tier I Knowledge Center agents supporting external users of a Department of War agency's mission applications.
• Own real-time team performance against SLAs and XLAs, coach agents, enforce ticket closure processes, and coordinate escalations.
• Serve as the KC's senior technical resource for complex application issues and analyze escalation patterns to reduce future escalations.

Empower AI provides AI solutions for government agencies, helping federal leaders transform their workforce and mission operations. Headquartered in Reston, VA, the company leverages over 30 years of experience and is recognized as a 2024 Military Friendly Employer.

• Own ServiceNow administration, upgrades, and ATF regression testing, including users, roles, ACLs, and workflows.
• Build scoped apps and automations using Flow Designer, Business Rules, and Script Includes.
• Design integrations between ServiceNow, NetSuite, and Arena via IntegrationHub and REST APIs.

ThermalWorks transforms data center cooling with ultra-efficient, modular systems that support dynamic AI workloads with zero water consumption. Part of Endeavour, it fosters a fast-paced, entrepreneurial culture focused on innovation, ownership, and making a real impact.

• Define and document a robust Configuration Management process, including policy, procedures, and CI lifecycle, modeled in Visio or comparable tools.
• Design and build ServiceNow workflows in Flow Designer to support CI lifecycle, approvals, and data quality integrations.
• Work directly with service owners to understand configuration data usage, shape the data model, and own CI data quality standards and automation.

Empower AI is AI for government, providing federal agency leaders with tools to elevate workforce potential and achieve meaningful transformation. Headquartered in Reston, Va., the company leverages three decades of experience in Health, Defense, and Civilian missions, and is recognized as a 2024 Military Friendly Employer.

• Lead technical direction for Facilities Management and Core Business Services, designing and deploying agentic AI solutions on the ServiceNow platform.
• Partner with strategic customers to analyze needs, architect solutions, and drive adoption, ensuring measurable business outcomes.
• Set solution architecture and deployment patterns, influence product strategy, and scale technical capability across the Customer Excellence Group.

ServiceNow is an AI platform company that brings together AI, data, and workflows to help businesses reinvent and work smarter. It serves 85% of the Fortune 500 and fosters an AI-native culture where technology and talent combine to free people from busywork.

• Serve as the technical authority for CSM, ITSM, and ITOM architectures, ensuring alignment with platform strategy and standards.
• Lead design and implementation of scalable, OOTB-compliant solutions with integrations across Azure, Datadog, and Tanium.
• Provide technical direction to developers and admins, conduct design/code reviews, and support governance and operational excellence.

SAS is a leader in data and AI, providing software and services that help customers transform data into intelligence. The company is recognized globally for its inclusive, meaningful culture and innovative technologies.

• Operate and maintain the Digital Learning Hub for the USMEPCOM ENLIST program.
• Manage training schedules, enrollment, certification tracking, and proficiency dashboards.
• Coordinate ServiceNow knowledge links and ensure content governance, accessibility, and security.

DecisionPoint Corporation provides technology solutions and support services to government and commercial clients. The company operates as a collaborative team focused on meeting mission-critical objectives.

• Serve as the first point of contact for federal application users, authenticating callers and documenting tickets with relevant information.
• Assist users with navigation, troubleshooting, and resolution of common issues such as profile creation, travel requests, and expense reports.
• Escalate complex tickets to Tier 2 support, assess urgency, and notify users of outages or service-impacting events.

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA, serving public sector agencies and commercial enterprises globally. Recognized as a Top Workplace, DMI fosters a culture driven by core values focused on integrity, ownership, and customer delivery.

• Serve as the focal point for customer programs and events, developing trusted advisor relationships with key decision makers.
• Drive adoption of Process Mining, Platform Analytics, Automated Test Framework, upgrades, and other core platform capabilities.
• Collaborate across Sales, Marketing, Customer Outcomes, and Partners to ensure customer satisfaction, retention, and value realization.

ServiceNow is the AI control tower for business reinvention, bringing together any AI, any data, and any workflow to help 85% of the Fortune 500 work smarter. The company is building an AI-native culture where technology and talent are unstoppable together.