Configuration Management / ServiceNow Support Technician

Job Title: Configuration Management / ServiceNow Support TechnicianJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCIEmployee Type: Regular-Long Term AssignmentPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

As a key member of the IT Service Management team, the Configuration Management / ServiceNow Technician is responsible for the hands-on execution of Configuration Management with experience in ServiceNow SAM (CIS-SAM) and ServiceNow HAM (CIS-HAM). Reporting to the Senior Configuration Manager, this role focuses on implementing and maintaining the integrity of the Configuration Management Database (CMDB) and ensuring its data is accurate and reliable. This position supports the overall information strategy by providing the foundational data needed to manage IT assets and services effectively, enabling better decision-making and business process optimization. This role is critical to the modernization and operational readiness of the enterprise. You are empowered to develop technical standards, drive disciplined execution, and build a sustainable CMDB data that improves mission outcomes and reduces organizational risk.

Responsibilities:

•            Contribute to development, implementation, and continuous improvement of EUCOM's Configuration Management program.
•            Serve as the SME and advisor to Configuration Manager for advocating best practices and adherence to CSDM 5.0 framework.
•            Help prioritize high-value services and Configuration Items (CIs) to maximize impact.
•            Contribute to engineering, Enterprise Architects, and Operations projects through configuration management and business services support.
•            Assist in development and implementation of configuration management plans, processes, documentation, and training.
•            Provide guidance and mentorship to configuration management stakeholders.
•            Ensure compliance with DoW and USEUCOM configuration management policies and standards through routine audits and reports.
•            Improve and maintain ITAM program to include Hardware Asset Management (HAM), Software Asset Management (SAM), and Software Licenses Management processes.
•            Foster a culture of collaboration and discipline across the team, ensuring all stakeholders contribute to Configuration Management efforts.
•            Develop Standard Operating Procedures (SOPs) and training materials to facilitate Configuration Management processes.
•            Implement and enforce hardware and software version control processes, policies, and procedures on hardware and software development projects.
•            Assist in developing and maintaining the environment for hardware and software product build, staging, testing, and integration.
•            Identify, assess, and mitigate configuration management risks, ensuring compliance with risk management plans and stakeholder requirements.

Qualifications:

Required:

•            Have an active TS/SCI Clearance.
•            Bachelor’s degree in related field (or equivalent experience).
•           Strong knowledge of ITIL v4 practices, especially Service Asset & Configuration Management (SACM)
•            Must possess IAT Level II certification(s) IAW DoD 8570.1 (Security +CE or higher)
•            Must be able to meet TESA requirements

•            Demonstrated ability to thrive in a demanding and results-driven environment, delivering solutions and meeting deadlines under pressure.
•            A natural problem-solver with a knack for troubleshooting complex technical challenges and developing innovative solutions for software, hardware, and license management.

Desired:

•            ServiceNow SAM Certification (CIS-SAM)
•            ServiceNow HAM Certification (CIS-HAM)

•            5–7 years of relevant IT experience with at least 3 years in CM or ITSM roles
•            Experience working in a Joint Command (Joint Military and/or Civilian Experience), with a deep understanding of military processes and procedures.
•            An exceptional communicator with the ability to translate complex technical jargon into plain, understandable language for non-technical personnel, and vice versa.
•            CIS-ITSM Certification

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$67,800 - 142,200 USD