Windward Consulting is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world.
Our consultants solve our clients’ most challenging problems, uncovering answers to questions they didn’t even know. Only apply if you are self-motivated, have a thirst to learn new technologies and thrive in a fast-paced environment. We work with the biggest DOD Organizations and Fortune 500 clients, and interact with smart, innovative people. Our employees are not only passionate and driven, but strive to ensure customer quality is delivered consistently and effectively.
The Digital Modernization Sector has a career opportunity for a ServiceNow Configuration Manager supporting the Global Solutions Management – Operations II (GSM-O II) contract at DISA. This contract includes the Operations, Sustainment, Maintenance, Repair, and Defense of the Defense Information System Network (DISN) within the DOD Information Network (DODIN) in support of the Defense Information Systems Agency (DISA). It also includes support to other key tasks for DISA, including the transformation of DISA’s operational mission through innovation, and support to DISA’s mission partners.
Candidate must be able to be on site at Fort Meade, Scott AFB, or Hill AFB daily. At a minimum, a Secret clearance is required upon the start of employment and within 14 days following the start date the employee must obtain their Security + certification.
The ServiceNow Configuration Manager is responsible for working within a fast paced, Agile team to verify and validate changes made to the system as well as develop more efficient and modern test techniques and processes. The ServiceNow Configuration Manager will lead the tracking and managing update sets responsible for ensuring controlled and efficient deployment of system changes across environments. This role is critical in maintaining stability, consistency, and compliance with ITSM best practices. They will also help adapt to the agile framework to the organization’s needs, standardizing and documenting practices.

Primary Responsibilities

• Update set governance and best practices

• • Establish and enforce naming conventions and version control for update sets
• Ensure update sets are properly scoped and associated with the correct environments
• Define guidelines for modular update sets, avoiding large or bundled changes that are difficult to track
• Tracking and managing update sets
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• Monitor in-progress, completed, and retrieved update sets to prevent conflicts or missing changes

• Maintain update set logs to track modifications, approvals, and deployments
• Coordinate with developers and admins to resolve merge conflicts or skipped updates
• Migration and deployment control
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• Validate update sets in sub-production environments before promoting them to production

• Work with change management to align update set releases with change schedules
• Ensure update sets are captured, retrieved, and committed correctly in the target instances
• Compliance and audit readiness
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• Perform regular audits of update sets to ensure compliance with internal policies and ITIL standards

• Document deployment procedures and rollback plans for major updates
• Ensure that update sets do not contain unwanted or unnecessary changes (e.g., personal test scripts)
• Automation and optimization
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• Utilize ServiceNow Automated Test Framework (ATF) to validate update set deployments

• Implement CI/CD pipelines for more efficient and controlled update set management
• Integrate ServiceNow with Git repositories for version control and better collaboration
• Collaboration and communication
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• Work closely with developers, administrators, and release managers to ensure smooth update set management

• Provide training and best practice guidelines for teams working with update sets
• Act as a liaison between configuration management and change management teams to minimize deployment risks.

Basic Qualifications

• Requires a US Citizenship.
• Hold and active security certification that meets DOD 8570 IAT level II or higher, such as Security+ within 14 days of hire
• Must hold an active DoD Secret clearance.
• Must be able to commute to Scott AFB, IL, Ft. Meade, MD, or Ogden, UT for full time on-site support
• Bachelor’s Degree with 8 – 12 years of relevant experience or master’s with 6-10 years of prior relevant experience. Additional years of work experience in lieu of degree is acceptable.
• Experience working with an Agile software development team, managing project deadlines (ideally in a Scrum Master, or Development role)
• Experience briefing leadership and/or customers of key status of project progression.
• Experience communicating with and briefing status to external stakeholders, including customer representatives.
• Experience using agile project management tools (e.g., Jira)
• Excellent written, verbal, and interpersonal communication skills
• Ability to manage time extremely well, and quickly sense when an issue needs to be discussed or triaged.
• Must have strong attention to detail, as focus on task completion is critical.
• Must have prior experience supporting ServiceNow update sets with strong knowledge in configuration management

Preferred Qualifications

• Possesses 3-5 years’ experience with ServiceNow administration, configuration management and maintenance of the ServiceNow platform.
• Prior knowledge and experience with ServiceNow’s ATFs
• Understanding of ITIL foundation or ITIL certified
• AWS cloud certifications
• Knowledge of Agile development methodologies.
• Knowledge of Jira and Confluence.

Windward Consulting strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.
Windward Consulting is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status

• Update set governance and best practice