IT Service Management Suite Administrator

1 week ago
Job ID
Infrastructure Support
US-MD-Silver Spring


About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at and on LinkedIn, Twitter, Facebook, and Google+.


About the Opportunity

Digital Management, LLC (DMI) is seeking a full time IT Service Management Suite Administrator for an IT Service Management Program for a Federal Government customer in Silver Spring, MD.

The IT Service Management Suite Administrator will support administration of the ITSM suite in DMI's multi-channel helpdesk call center. The candidate should be experienced in enterprise service desk and enterprise asset management for U.S. Government customers.


Duties and Responsibilities:

  • Provide administration support of an Information Technology Service Management (ITSM) suite.
  • Provide services across the following ITSM modules: service desk; asset management; change management; knowledge management and service level management.
  • Perform ITSM Suite Administration, including manage license issuance and tracking; manage support and development licenses; application Configuration
  • Perform ITSM Suite Development: including enhancing ITSM existing workflows; upgrading and maintaining ITSM applications; preparing system documentation on revised applications along with knowledge sharing.
  • Create and administer accounts for ITSM applications; provide high level support to end users.
  • Maintain ITSM reports per user specifications; publish reports; maintain performance measurement reports.


Education and Years of Experience: 

  • 5 years of demonstrated supervisory skills, involving Customer Service skills, Incident Management, Service Desk, Knowledge Management, and BMC Remedy Experience or equivalent IT Service Management toolsets.

Required Skills/Certifications: 

  • HDI Certification

Desired Skills/Certifications:

  • Demonstrated experience using ITIL processes

  • BMC Remedy experience is highly preferred

Physical Requirement(s): No Physical Requirement


Location: Silver Spring, MD


Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.



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