Description:
Location: Washington, D.C. Metro/Northern VA Area (Remote – Candidates must be local; travel not reimbursed)
Residency Requirement: Candidates must have lived in the U.S. for at least 3 of the past 5 years and be authorized to work in the U.S. (Citizen, Permanent Resident, or EAD).
Sponsorship: This position does not offer sponsorship.
Clearance: Public Trust Clearance (or ability to obtain)

JOB OVERVIEW:

Cogent People Inc. is seeking a dedicated and detail-oriented Service Management Specialist to serve as the ongoing interface between the client and mission-critical systems. In this role, you will leverage your deep product knowledge and exceptional communication skills to accurately identify client issues and design effective resolutions. This position is integral to maintaining seamless system operations and driving ongoing enhancements to our industry-leading systems.

PREFERRED SKILLS:

• Data analysis expertise.
• Experience with ServiceNow and Jira for incident and service management.
• Strong incident management knowledge.
  Please note that the job description is approximate and may be subject to change based on evolving project requirements.

Requirements:

• Minimum 3 years’ experience in Incident Response Operations, Service Management, and Business Process Design.
• Minimum 3 years’ experience with Splunk for log analysis and incident investigation.
• Proven ability to work independently and as part of a team.
• Strong organizational skills with attention to detail, multi-tasking, and effective time management

• Serve as the primary liaison between clients, stakeholders, and technical teams to address system and application issues.
• Monitor, triage, and recreate production incidents by analyzing data patterns and researching production logs using Splunk.
• Communicate effectively with development and testing teams regarding the functional aspects of applications.
• Communicate issues and corresponding resolutions in a clear and concise manner to supervisors, leadership, and all relevant stakeholders.
• Maintain Operations & Maintenance (O&M) documentation including User Guides, Manuals, and Run Books for applications and systems.
• Support both web and batch applications with troubleshooting and incident management.
• Work independently and collaborate seamlessly within team environments.

Requirements:

• Minimum 3 years’ experience in Incident Response Operations, Service Management, and Business Process Design.
• Minimum 3 years’ experience with Splunk for log analysis and incident investigation.
• Proven ability to work independently and as part of a team.
• Strong organizational skills with attention to detail, multi-tasking, and effective time management.