This senior ITSM delivery lead and help desk administrator will be based onsite in Honolulu, Hawaii, working with Booz Allen Hamilton to architect, deploy, and operate complex delivery environments across various DoW clients. The role includes documenting processes, escalating issues, advising on efficiency improvements, interfacing with stakeholders, designing and implementing custom policy for delivery and access across hybrid environments, and mentoring storage engineers.
Responsibilities
- Architect, deploy, and operate complex delivery environments across various DoW clients.
- Embrace an existing help desk implementation and document processes and workflows, including escalation.
- Advise on opportunities for efficiency change.
- Interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery.
- Assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions.
- Mentor the next set of storage engineers to help them grow into tomorrow’s data architects.
Requirements
- 8+ years of experience operating complex help desk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development
- Experience with identity systems such as Microsoft AD
- Experience with advanced ticketing systems such as ServiceNow or Jira
- Experience documenting workflows
- Ability to demonstrate cross-functional communications with a variety of engineering teams
- Secret clearance
- HS diploma or GED
Technologies
- Microsoft Active Directory
- ServiceNow
- Jira
Benefits
- Health benefits
- Life benefits
- Disability benefits
- Financial benefits
- Retirement benefits
- Paid leave
- Professional development
- Tuition assistance
- Work-life programs
- Dependent care
- Recognition awards program
Clearance
Secret clearance is required.
Compensation
The salary at Booz Allen is determined by various factors, including location, education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is USD 77,600.00 to 176,000.00 per year (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees.
Identity Statement
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Candidate AI Usage Policy
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.
Work Model
- Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
- Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
- Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.
