Overview

Abile Group has an exciting and challenging opportunity for a Service Relationship Manager supporting an Intelligence Community Customer. 

The right candidate will possess the below skills and qualifications and be ready to handle all responsibilities independently and professionally.

Responsibilities

• Works closely with our Business Partners and Service Providers to support integration efforts into the IT Services Ecosystem

• Facilitates business requirements discussions and TEMs with Service Providers and stakeholders

• Interprets customer requirements to support onboarding activities to the ITSM Ecosystem and ServiceNow tool

• Identifies solutions based on assessments against requirements (business impacts and schedule)

• Supports development of solutions to ServiceNow modules/applications like ITSM, CMDB, and Knowledge

• Serves as advocate of the Service Provider and Mission Partners through the MSI Governance model.

• Collaborates with ITSM Process Owners to design, develop, test, and implement solutions as well as identify initiatives for Continual Improvement Management

• Responsible for supporting and tracking enhancements for Service Provider

• Ensures ServiceNow and ITSM best practices are enforced to prevent impact to future upgrades and system performance

• Supports configuration efforts for out of the box workflows and creation of custom workflows

• Experiences creating and managing project documentation per project goals and objectives

• Evaluates Service Provider metrics and Key Performance Indicators (KPI)

Qualifications

Clearance Required: Active TS/SCI with CI poly

Degree and Years of Experience: Bachelor of Science degree in Computer Science or technical discipline in related field

Required Certifications:

• Ability to obtain the ITIL 4 certification within three months of hire

Desired Certifications:

• ServiceNow Certification
• ITIL v3 or 4 Certification

Required Skills:

• Experience working in an ITIL environment

• Experience working with an IT service ticketing system, specifically ServiceNow

• Strong analytical, problem-solving, and decision-making capabilities

• Demonstrates a high degree of customer service and teamwork

• Ability to work independently

• An aptitude to learn new technology quickly

• Excellent written and oral communication skills

• The ability to work independently and as part of a team

Desired Skills: 

• Experience with creating project schedules using Microsoft Project

• Understand Agile development process

• Project Management Professional (PMP)

• Hands-on experience with one or more implementation of ServiceNow ITSM, ITOM, ITBM, Discovery, CMDB, and Knowledge

• Experience in Hardware and Software Asset Management (HAM, SAM) modules

• Experience with Application and Technology Portfolio Management (APM, TPM) modules

• Experience with Event Management (EM) and integrations

About Abile Group, Inc.

Abile Group, Inc. was formed in July 2004 to partner with the Intelligence Community and their Contractors in the areas of Enterprise Analytics & Performance Management, IT & Systems Engineering and Program & Project Management. We have significant experience with the Federal Government and are an EDWOSB dedicated to our employees and clients. We are looking for high performing employees who enjoy providing advice and guidance along with solutions development and implementation support, crafted by combining industry best practices with the clients’ subject matter experience and Abile’s breadth of expertise. 

EEO Statement

Abile Group, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Anyone requiring reasonable accommodations should email careers@abilegroup.com with requested details. A member of the HR team will respond to your request within 2 business days. 

Please review our current job openings and apply for the positions you believe may be a fit. If you are not an immediate fit, we will also keep your resume in our database for future opportunities.