* This position is not open yet and is dependent upon award of government contract*

Project Overview

This prospective contract opportunity supports the Federal Law Enforcement Training Centers (FLETC) mission by providing enterprise-wide Information Technology Delivery and Operations Support Services (IT DOSS). The effort encompasses a broad range of IT services required to sustain, secure, and modernize FLETC’s training and operational environments across its headquarters and training delivery points. Services span application support, server and data center operations, network and transport infrastructure, cybersecurity and operations center monitoring, IT service management, end-user computing, audiovisual and collaboration technologies, database and storage administration, and program management support. The project emphasizes reliable day-to-day operations, rapid incident response to protect training continuity, and continual service improvement aligned with ITIL-based service management practices, while supporting evolving mission needs through scalable and integrated IT solutions.

Primary Responsibilities

Administer and sustain the enterprise ITSM platform that directs, maintains, and controls service management processes and data across the organization.
Configure and support ITSM workflows and capabilities that enable incident management, service request management, problem management, knowledge management, asset management, and configuration management.
Execute platform customization and development to support business processes, including workflow design, form configuration, data model configuration, and module enhancements.
Troubleshoot, diagnose, and resolve performance, configuration, and compatibility issues within the ITSM platform and its modules.
Administer updates and application modules, including planning, testing, deployment, and documentation of changes to ensure stability and continuity.
Maintain platform security updates and patches, ensuring the ITSM system remains compliant and appropriately hardened.
Maintain backup and recovery support for the ITSM platform, ensuring recoverability and continuity for service management operations.
Support integration with third-party applications or services where required to enable end-to-end workflows, reporting, or data synchronization.
Maintain up-to-date documentation including administrative procedures, user guides, designed solutions, and integration documentation.
Provide user guidance, training, and education on developed solutions within the application, supporting adoption and correct usage across service teams.
Support configuration management and IT asset management capabilities within the platform, ensuring accurate inventory records, CI relationships, and lifecycle tracking support operational needs.

Required Skills & Qualifications

Certification in administration and management of the FLETC IT Service Desk system, or equivalent credible and verifiable experience.
Extensive database design and administration experience, including designing data schemas and structures that maintain clear referential integrity.
Extensive experience with Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager.
Demonstrated ability to customize and configure ITSM workflows and modules to support business processes and enterprise ITIL-aligned practices.
Ability to produce and maintain documentation that supports auditability, platform sustainment, and consistent user execution.
Strong troubleshooting capability across configuration, performance, and compatibility issues in a live production ITSM environment.

Desired Skills & Qualifications

Experience designing service catalog offerings and service portal workflows that enable consistent request intake and fulfillment.
Experience implementing configuration management data models and CMDB practices that capture CI relationships and enforce desired configuration states.
Experience supporting problem management workflows including root cause analysis tracking, workaround documentation, and reporting.
Familiarity with knowledge management lifecycle practices, including maintaining article quality and ensuring operational usability.
Experience creating dashboards and reporting views that support executive reporting and operational performance management.

Required Certifications

Certification in the administration and management of the FLETC IT Service Desk system is acceptable, but equivalent credible and verifiable experience is allowed in lieu of certification.

Benefits

Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) plan, training programs, accrued paid time off (PTO), performance based monthly & quarterly awards, paid holidays and customer kudo rewards.

Equal Opportunity Employer/Veterans/Disabled

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