Skywarditsolutions6h ago

New

USD 75000–82000/yr

Configuration/Incident Management Specialist

United StatesRemoteFull-Timemid

OperationsManagement

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Quick Summary

Overview

We are Skyward. That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others.

Technical Tools

OperationsManagement

We are Skyward.

That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative; a collection of complementary, not competing talents. And though on the surface we remain relaxed, beneath, a torrent of energy links us to our civic tech mission.

We stand by our values, and we won’t compromise on any of them.

Integrity: We’re conscientious, intentional, and empathetic. Our words and actions align. That’s our character. Please don’t ask us to play another part, we’re poor actors.

Compassionate: If we may borrow a quote from Theodore Roosevelt: “No one cares how much you know until they know how much you care.” Because our team is thoughtful and supportive, caring deeply for each other, our clients, and our work, this comes naturally.

Inquisitive: We remain students by failing openly and turning lessons into solutions.

Unconventional: For us, life isn’t what happens outside of work. Work happens inside of life and our culture erases the line often dividing the two.

Authentic: Made possible only because we embody the values listed above. We’re relaxed and fun yet intensely curious and driven. Team members are placed with thought, care, and precision to ensure that Trust, Truth, and Transparency continue to represent our brand.

Because of that, we continue Onward, Upward, and Skyward.

Are you the person who actually enjoys a well-run Change Advisory Board? Do you believe a clean CMDB is a thing of beauty, that every incident deserves a real root-cause story, and that “who changed what, when, and why” should never be a mystery? If you live and breathe ITIL, know ServiceNow inside and out, and take quiet pride in bringing order to chaos, then please apply.

Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team.

Let's go Skyward together.

Be the governance-and-control backbone for a federal customer's enterprise change, configuration, and release operations, keeping changes controlled, incidents resolved, and everyone honest about how work actually gets done.

Run the change management engine. Facilitate the Change Advisory Board (CAB) and Virtual CAB (VCAB), keep the agenda tight, and log decisions so nothing slips through.

Coordinate enterprise change approvals and steadily drive down unauthorized and undocumented changes.

Own configuration management: maintain the CMDB, define and enforce Configuration Item (CI) identification standards, and keep records clean, current, and auditable.

Manage the incident lifecycle from detection to resolution. Triage, prioritize by severity, drive resolution, and lead the problem management that stops repeat offenders.

Write the after-action and post-incident reports that get to real root cause (not just symptoms) and turn lessons into fixes.

Administer and improve the toolset - ServiceNow (Change module and CMDB), SharePoint, Confluence, and configuration tools like GitHub Enterprise or iManage.

Support release and patch governance. Coordinate ISVM and non-ISVM patches, QA gates, testing artifacts, and deployment scheduling that minimizes disruption.

Support security compliance for the CM tool suite (think ISSO-style artifacts: SSPs, POA&Ms, audit and logging) and map changes against the DHS Systems Engineering Life Cycle (SELC).

Build the dashboards and weekly/monthly reports that give leadership real visibility into change volume, incident trends, and performance.

Partner with engineering, operations, and DevSecOps teams to keep velocity high and reliability higher.

Bachelor’s degree and at least 3 years of relevant experience.

Strong grounding in ITIL. Change, configuration, incident, problem, and release management are your native language.

Hands-on ServiceNow experience (Change module and/or CMDB), plus comfort in SharePoint and Confluence.

Experience facilitating CABs/change boards and coordinating approvals across stakeholders.

A feel for configuration management: CI standards, CMDB hygiene, and keeping audit-ready records.

Sharp incident and problem management instincts and genuinely good root-cause analysis and writing skills.

Familiarity with federal security and compliance expectations (FISMA, NIST, ISVM/patch governance), or the drive to master them.

An organized, unflappable, detail-loving brain and the positive energy to keep a room calm during an outage.

You’ve got the ITIL 4 certification (and maybe a ServiceNow admin cert to go with it).

You have experience serving as an ISSO or supporting ATO/security compliance for a tool suite.

Prior work in a federal or DHS environment, especially anything touching ICCB or SELC.

Even if you don't meet 100% of the qualifications, we encourage you to apply. At Skyward, we're focused on hiring individuals with the right skills and passion to grow, not just checking off every box.

Medical, dental, vision insurance

15 days of paid leave

7 days of sick leave

2 days bereavement leave

11 paid Federal holidays

Up to 40 hours for jury duty

401K with 4% employer contribution (and no vesting period)

Up to 4 weeks of paid paternity and maternity leave

Company provided laptop

$5,000 per year for professional development

$600 per year for technical supplies and equipment

$2,000 referral bonus

Life and disability insurance

HSA and FSA

Legal Shield and ID Shield Voluntary Benefits

Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can't be exciting!

At Skyward, we support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees.

Offers of employment with Skyward are contingent upon acceptable results of a background investigation.

Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor.