Systems Engineer - SME (Systems Reliability Engineer)

KDA Consulting is a Disabled Veteran, Woman-Owned, Certified Disadvantaged Small Business, comprised of a diverse team of professionals driven to tackle the demanding National Defense and Intelligence challenges through IT solutions.  We emphasize teamwork and focus on achieving goals to complete deliverables efficiently, on-time, and under budget. 

We are currently seeking a Systems Engineer – SME (Systems Reliability Engineer) to join our team.

Primary Job Duties & Required Job Qualifications:

·        Maintain and add new capabilities to the core ServiceNow platform to enhance functionality for tenants

·        Develop, test and deploy updates to ServiceNow based on customer requirements

·        Customize and configure ServiceNow applications and facilitate rollout of new applications and modules; configure Application User Interface and configure workflow

·        Collaborate effectively with ServiceNow System Engineers and developers to develop solutions and handle general updates and configuration changes/requests

·        Identify system deficiencies and recommend solutions

·        Maintenance and continuous improvement of the processes, standards, policies, working methods and tools

·        Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible

·        Ensure tool configuration consistency across Development, Testing, Integration, and Production environments

·        Participate in on-going production support and end user support

·        Document testing and maintenance of system corrections

·        Research, understand, and develop using new technologies and standards as needed

·        Researches, designs, develops, and/or modifies enterprise-wide systems and/or applications software

·        Involved in planning of system and development deployment as well as responsible for meeting software compliance standards

·        Evaluates interface between hardware and software, operational requirements, and characteristics of overall system

·        The SME may develop, in conjunction with functional users, system alternative solutions using Agile methodologies for ServiceNow support.

Preferred Skills:

·        ​​​​​​​​ServiceNow Certified System Administrator (CSA)

·        The ideal candidate would also have IT project management experience, and be familiar with Scrum, Lean, Agile and DevOps.

·        Experience with Java, Ruby, DevOps and DevSecOps

·        Knowledgeable with IT Operations Management (ITOM) software, intended to represent all the tools needed to manage the provisioning, capacity, performance and availability of computing, networking and application resources — as well as the overall quality, efficiency and experience of their delivery

·        Understanding of Quality Assurance and Test Automation for software pre-deployment

·        Good understanding of DevOps concepts and best practices

·        Issue troubleshooting experience

·        Understanding of Networking concepts

·        Linux/Unix Concepts

Job Requirements

·        Active TS/SCI + Full Scope Poly U.S. Government Security is required

·        Bachelor’s Degree

·        16 years minimum of relevant professional work experience

·        Knowledgeable in Incident Management, organizing Incident Response Teams, communicating with stakeholders and devising a strategy for resolving incidents

·        Good understanding of how the incident response role is structured and incident response concepts to automate the complex process required for rapid, effective incident resolution

·        Knowledgeable with Service Level Objectives (SLO) to help Operations provide, define, improve SLO for specific reliability for IT systems

·        CI/CD implementation expertise

·        Strong understanding of ServiceNow Development Platform including, but not limited to, ITSM, ITOM, SPM, HR Module, Customer Service Management (CSM), Asset Management, Change Management, Customer Development, etc.

·        Proven significant success developing ServiceNow products using JavaScript and other coding applications

·        Database Administration (Oracle or MYSQL) experience

·        Ability to efficiently and appropriately estimate work effort requirements

·        Ability to communicate effectively through written and verbal methods

·        Ability to handle multiple tasks and meet deadlines

·        Ability to work independently and in a team environment

·        Able to adapt to a constantly changing environment

·        Aptitude and willingness to work with variety of newer emerging technologies/tools as opportunities demand

·        Ability to deliver enhanced functionality, aid with new implementations, and provide continuous support within the scheduled time while preserving system integrity required

·        High degree of initiative, creativity, and technical ability to function on this team required

·        Ability to identify issues and implement corrective actions

·        Ability to maintain discretion and confidentiality

·        Strong interpersonal skills, especially the ability to network and establish professional relationships

·        Ability to prioritize, demonstrated strong organizational skills, and ability to meet or exceed deadlines

·        Should work toward achieving ServiceNow Certified System Administrator (CSA) cert while on task

Physical Demands: Position will require frequent sitting, standing, and/or mobility within an office setting.  Employee must be able to use hands to complete work at a workstation/computer, be able to reach, type and manipulate with hands, fingers, and arms; lift and/or move up to 20 pounds; talk, see and hear.

Work Environment: Work is performed on client site in a professional office environment with moderate stress and noise levels.  Position requires employee to effectively use a computer, potentially for long periods of time, and to accommodate potentially frequent interruptions.  Candidate should be both customer-focused and present a team approach to overall work.

Schedule:  Business core hours are Monday through Friday, from 9:30 a.m. to 2:30 p.m. ET. Standard work hours may vary for this position based upon contract requirements. Position will be located onsite at a customer facility in Herndon, VA. 

Americans with Disabilities Act (ADA): KDA is committed to the full inclusion of all qualified individuals. As part of this commitment, KDA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team at  [email protected]. For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, KDA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

EEOC: KDA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.