ServiceNow Incident and Change Management Specialist

Location: Fully remote, full-time off-site from the contractor’s approved place of performance in the United States. Work outside normal business hours may be required for maintenance and changes.

Company

hirify.global provides systems and network engineering solutions focused on emerging technologies for the Department of Defense.

What you will do

• Diagnose and resolve infrastructure incidents, ServiceNow tickets, application issues, user problems, connectivity issues, and support requests.
• Maintain daily ServiceNow records with troubleshooting steps, findings, communications, dependencies, corrective actions, and resolutions.
• Coordinate with application, systems, network, cybersecurity, cloud, vendor, and Government stakeholders.
• Develop Enterprise Change Requests, implementation plans, test and validation steps, outage requirements, rollback procedures, and risk documentation.
• Present changes to the Change Control Working Group and execute approved changes during authorized maintenance windows.
• Monitor post-change performance, document results, escalate specialized issues, and contribute to reports, trend analysis, and knowledge transfer.

Requirements

• Active Department of Defense Secret clearance and the ability to obtain and maintain a US DoD security clearance are required.
• US citizenship or authorization to work in the United States is required; visa sponsorship is not available.
• Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• At least six years of progressive information processing or information technology support experience, including three years supporting diverse hardware, software, applications, operating systems, or infrastructure solutions.
• At least two years of hands-on experience installing, troubleshooting, diagnosing, maintaining, or training users on hardware and software.
• Hands-on ServiceNow incident, ticket, task, change, work note, assignment group, service level, and closure documentation experience, plus formal change management experience.

Nice to have

• ITIL, ServiceNow, Windows, Linux, application support, networking, vendor coordination, root-cause analysis, and Government change-control experience.

Culture & Benefits

• Medical, dental, and vision insurance premiums are fully covered for employees, with subsidies for spouses and dependents.
• Short- and long-term disability plans are provided.
• 401(k) matching is available up to 10% of employee salary contributions.
• Training and development programs support continued technical learning and career advancement.
• Benefits include 11 paid holidays and paid time off starting at 15 days annually.