ARES Corporation is seeking an experienced System Architect and Information Technology and Service Management (ITSM) professional to support the NASA ITSM Tool Transition Project and continue to provide support throughout the ITSM Tool lifecycle in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency’s enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA’s Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing NASA TV segments, to information technology management, to using social media to share NASA’s message, eMITS integrates services for NASA IT and provides NASA’s communication to the outside world.

Come join us in support of NASA’s mission to inspire the world through information and discovery.

This is a remote opportunity.

This position will include but not be limited to the following activities:

• Enhance Customer Experience
• Increase Service Delivery Consistency and Quality
• Improve Operational Efficiency and Responsiveness
• Reduce risk by establishing standardized ITSM processes to drive a more consistent approach for balancing service delivery speed and risk mitigation across OCIO’s services. This will result in more reliable IT services (e.g., fewer outages, fewer changes that cause incidents, quicker incident resolution and request fulfillment) that meet the needs of OCIO customers and enable Mission-critical operation.
• Develop ITSM process requirements.
• Advise SMO process owners, service line process managers, and other NASA stakeholders on ITSM process best practices and collaborate with customers to incorporate these best practices into ITSM tools.
• Identify areas to improve ITSM processes in alignment with customer goals and objectives.
• Evaluate and recommend the prioritization of ITSM ServiceNow suite backlog activities in collaboration with the Applications and Platform Services (APS) service line and SMO.
• Consult with the ITSM Working Group for tool enhancements, updates, changes, and revisions that may impact enterprise processes, stakeholders, users, customers, and/or adjunct tools and systems.
• Operate in an agile cadence to capture, define, prioritize, develop, and test/verify requirements
• Assess existing ITSM frameworks, processes, and practices to determine ITSM tool requirements.
• Collaborate with other offices to identify best practices and opportunities for continual improvement.
• Gather, evaluate, and recommend operational performance measure standardization opportunities for IT service performance.
• In collaboration with SMO, create, document, and maintain CIO and SMO-level Opportunities and Key Results (OKRs)

Additional support requirements:

• Consolidation Strategy:

• Develop and execute a robust strategy for consolidating multiple ITSM systems into a unified ServiceNow platform.
• Analyze existing processes, workflows, and data structures to identify opportunities for streamlining and optimization.

Drive continuous improvement initiatives to enhance user experience and operational efficiency.

Minimum Requirements:

• Excellent stakeholder management, communications, and conflict resolution skills.
• 2 years’ experience with Service Portfolio and Common Services Data Model
• 3 years’ experience with Incident, Outage, Change Request, and Problem
• 3 years’ experience with Service Portal, Service Catalog, Virtual Agent, Knowledge Management, and Service Request
• 2 years’ experience with Configuration Management Database and Asset Management
• 2 years’ experience with Service Level Management and SLAs
• 3 years’ understanding of common ServiceNow implementation options: forms, fields, views, lists, UI policy & actions, business rules, client/server scripts, workflows, and integrations.

Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Lync, Teams, OneNote, One Drive), SharePoint, and Box.

Preferred Qualifications:

• ITIL Certification
• Experience in managing projects within the NASA environment.

Education and Relevant Work Experience:

Minimum education - BA/BS in Computer Science, Information Systems, Computer/Software Engineering, or an IT related discipline

Minimum experience - 10 years overall experience

Benefits:

ARES offers a competitive compensation and benefit package. Full time employees may participate in:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• HSA/FSA Accounts
• Life & Disability Insurance
• Critical Illness & Accident Insurance
• 401(k) Plan
• ESOP
• Paid Time Off & Holidays

ARES is an EEO/AA/Disability/Vets Employer and complies with E-Verify.

ARES shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sexual orientation, gender identity, national origin, disability or veteran status.