Company DescriptionWe have served NASA and the DoD since 1978, providing critical support to our customers’ mission and enterprise systems. We provide a variety of services and capabilities to government and commercial industries including engineering, cybersecurity, communication, multimedia, and IT.Job DescriptionWe are seeking an experienced System Architect. 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 ExperienceIncrease Service Delivery Consistency and QualityImprove Operational Efficiency and ResponsivenessReduce 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 requirementsAssess 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.Communication and Stakeholder Engagement:Serve as a liaison between technical teams, business stakeholders, and end-users.Facilitate effective communication throughout the consolidation process.Coordinate internal communications related to the deployment of ServiceNow.Technical Implementation:Configure and customize ServiceNow modules to align with business requirements.Collaborate with Solution Architects and Technical Architects to design and implement solutions.Ensure seamless integration of existing ITSM tools and data into the ServiceNow ecosystem.Best Practices and Governance:Apply ITIL best practices to ensure efficient and effective IT service delivery.Establish governance for consistent development across teams and organizations.Conduct process assessments and recommend improvements.Continuous Improvement:Monitor system performance, identify bottlenecks, and propose enhancements.Stay informed about ServiceNow updates and industry trends.Drive continuous improvement initiatives to enhance user experience and operational efficiency. Remote, hybrid, and onsite positions the employee bears travel costs to nearest NASA Center for badging and issue of NASA IT equipment.Minimum Requirements:Excellent stakeholder management, communications, and conflict resolution skills.2 years’ experience with Service Portfolio and Common Services Data Model3 years’ experience with Incident, Outage, Change Request, and Problem3 years’ experience with Service Portal, Service Catalog, Virtual Agent, Knowledge Management, and Service Request2 years’ experience with Configuration Management Database and Asset Management2 years’ experience with Service Level Management and SLAs3 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 CertificationExperience 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 disciplineMinimum experience - 10 years overall experience Benefits:We offer a competitive compensation and benefit package. Full time employees may participate in:Medical InsuranceDental InsuranceVision InsuranceHSA/FSA AccountsLife & Disability InsuranceCritical Illness & Accident Insurance401(k) PlanESOPPaid Time Off & Holidays Additional InformationAll your information will be kept confidential according to EEO guidelines.