Senior ITSM Delivery Engineer: Helpdesk & Security

Booz Allen Hamilton; Waipahu (HI); On-site; USD 62,000 - 141,000; Full time

Job summary

Booz Allen Hamilton is seeking an ITSM delivery administrator to architect, deploy, and operate complex delivery environments across DoW clients. You will embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency changes.

You will interface with internal delivery and engineering teams as well as cybersecurity professionals to ensure resilient data-centric delivery.

Qualifications

• 5+ years operating complex helpdesk environments and incident management SOP development.
• Experience with Microsoft AD for account creation or management.
• Experience with ServiceNow or Jira for ticketing.
• Experience documenting workflows.
• Ability to demonstrate cross-functional communications with engineering teams.
• Ability to obtain a Secret clearance.
• HS diploma or GED.

Responsibilities

• Architect, deploy, and operate complex delivery environments across various DoD/DoW clients.
• Embrace existing help desk implementation, document processes/workflows including escalation.
• Interface with key stakeholders and users across delivery and engineering teams, including cybersecurity professionals.
• Assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments.
• Manage daily or recurring help desk priorities and communicate summaries to leadership.

Skills

Helpdesk operations

Identity management

Ticketing systems

Workflow documentation

Cross-functional communication

Security clearance readiness

HS diploma or GED

Education

HS diploma or GED

Bachelor's degree in IT, Cybersecurity, or Engineering

Tools

ServiceNow

Jira

Job description

Booz Allen Hamilton is seeking an ITSM delivery administrator to architect, deploy, and operate complex delivery environments across DoW clients. You will embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency changes.

You will interface with internal delivery and engineering teams as well as cybersecurity professionals to ensure resilient data-centric delivery.