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Senior ITSM Developer

Job Description

***Only applicants with an active Top Secret (TS) Clearance need apply***

General Dynamics Information Technology (GDIT), a leading provider of Systems Engineering, integration, IT Service Operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.


GDIT has a great team consisting of experienced and knowledgeable managers who lead and support the career development objectives of our employees. Our employees consider the company to be a solid partner in their career, with an abundance of opportunities for advancement.


We are seeking a Software Developer to support the IT Service Management (ITSM) solution, working with our Justice Programs team in Washington, DC.  The Software Developer is a top level Application Developer for our Enterprise Management Systems (EMS) Tools program. In this capacity, the Software Developer performs customer deliverable development, change and configuration management, operations and maintenance (O&M), and training.  In this role, you will provide administration and maintenance of the Service Desk application and related modules. 

In this position, you will:

  • Recommend and implement projects to improve performance of the tool, integrate with other monitoring and management applications, migrate tool servers to new Data Center, improve processes and procedures, and perform routine application or hardware upgrades.
  • Leverage application developer skills to support application upgrades, configuration, enhancements, customizations, integrations and automation (e.g. tools, programs or scripts) and standards as part of the engineering initiatives for the ITSM application.
  • Create specialized reports as needed.
  • Participate in Change and Configuration Management processes for maintaining control of the approved ITSM application baseline
  • Prepare or modify processes and procedures for the administration, maintenance, and operations of the IT Service Management solution as required.
  • Provide advanced troubleshooting and resolution skills to remediate application incidents & problems and coordinate with other resolution teams as required.
  • Provide administration and maintenance of IT Service Management Tools and related components as listed below, to manage and maintain availability, health and performance at acceptable Service Levels.
  • Perform routine maintenance including: patching of operating system and applications, coordinating with other teams both within and external to the IT Service Management team as required.
  • Create and maintain application documentation such as installation plans, Interface control documents, operations and maintenance manuals, privileged user guides, test plans and reports, and requirements specifications.
  • Training: Contractor personnel shall maintain up-to-date knowledge for both tools and operating systems as new versions are approved for use in the FBI’s environment.
  • Share knowledge with other team members, train IT staff and end users in the use of the application including new functionality via customizations and enhancements as needed.






Requires experience with application administration and development, with a deep familiarity with IT Service Management (ITSM) solutions and administering Micro Focus Service Manager ticketing tool/Service Desk application. Other tools (such as ServiceNow, Remedy, Cherwell, etc.) are helpful. Also requires experience with the following modules, components and integrations:

    • Incident Management module
    • Problem Management module
    • Change Management module
    • Release Management module
    • Service Catalog
    • Service Portal
    • Universal Configuration Management Database (uCMDB) and/or Asset Manager (AM) integration
  • Experience with JavaScript and PowerShell scripting languages; experience with other languages such as C, C++, Java, Bash, Python, Perl, etc. is strongly preferred. 
  • Knowledge in the fundamentals of ITSM framework and certification in IT Infrastructure Library (ITIL®) v3 Foundations is preferred. 
  • System Administration experience
  • Microsoft Server 2012, 2016 and/or RHEL Linux OS experience is a plus
  • Experience with virtual environments is preferred
  • Experience integrating application with other Enterprise Management System (EMS) tools such as Operations Management (OMi) is desired

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Company Name:
Security Clearance:
Washington, District of Columbia
United States
Not Specified
Job Number:

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