Los Alamos National Laboratory Information Specialist 2/3 in Los Alamos, New Mexico
What You Will Do
The Technology Services & Solutions Group at Los Alamos National Laboratory is dedicated to providing information technology solutions for our customers. Our vision is to maximize the end-user experience and create efficiencies to allow for constantly evolving technology. Our division, Experience IT, has embarked on a transformation journey, focusing on the long-term strategy of empowering our front-line and empowering our customers with knowledge. At the core of this strategy lies knowledge management and ServiceNow.
Reporting to the Service Desk Manager, you will be part of a team of highly skilled IT personnel. Working closely with the Service Desk Manager, you will be responsible for establishing the processes and procedures for ITIL Best Practice Knowledge Management process in conjunction with other Process Owners.
Information Specialist 2 $64,400 - $102,300
The successful candidate will have key responsibilities included but not limited to:
Evaluate requirements to create new knowledge bases and implement as per standards liaising with ServiceNow tool team and Service Desk Manager
Accountable for the promotion and communication of the Knowledge Management policy, processes and procedures
Accountable for the resolution of issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions
Promotes the benefit of Knowledge Management wherever possible
Review and approve new artefacts in ServiceNow knowledge base
Transition current Service Catalog as knowledge base in ServiceNow
Ensure knowledge is delivered and improved in a timely manner
Ensure most up to date knowledge is available for customers
Ensure overall quality and value of knowledge
Responsible for resolving any issues escalated up to Process Owner
Accountable for identifying and managing continual improvement opportunities
Information Specialist 3 $77,300 – 126,000
In addition to what is outlined at the Information Specialist 2, the Information Specialist 3 will be required to:
Have hands on experience in ServiceNow Knowledge Management Module
Perform process maturity assessments and reviews
Support in designing knowledge workflows, set knowledge properties, and manage knowledge forms and homepages
Own and maintain ITSM Process, Policy and Process Library
What You Need
Minimum Job Requirements:
Knowledge of ITIL v4 Foundation
Knowledge of Knowledge Management in ServiceNow
Experience in developing and implementing knowledge management process
Ability to work efficiently and effectively in a telework environment
Ability to communicate technical information to both technical and non-technical personnel Additional Job Requirements for the Information Specialist 3: In addition to the requirements outlined above, qualification at the higher level requires: ITIL v4 Foundation certification
Extensive experience in IT Service Management
Experience in Knowledge Management in ServiceNow
ITSM maturity assessment exposure Training/Certifications: ITIL v4 Foundation certification Education/Experience at lower level: Position requires a minimum 5 years of related experience; or, an equivalent combination of education, certification, or experience directly related to the occupation. Education/Experience at higher level: Position requires a minimum 8 years of related experience; or, an equivalent combination of education and experience directly related to the occupation. At this level, post graduate course work may be desirable. Desired Qualifications:
Advanced vendor certification(s)
Third party customer service training
Proven experience utilizing time management techniques and methodologies
Strong IT knowledge or experience Note to Applicants: Essential Job Functions (can perform with or without reasonable accommodation): Work Environment: This position will be part of the Laboratory’s Telework Pilot and may work from a remote/home location within a two-hour ground commute of the Laboratory. The Telework Pilot is in effect from Oct. 1, 2020 through Jan 1, 2022, but may be shortened or extended at the manager’s discretion. Ability to report on-site is a must for this position. COVID Vaccine: The COVID vaccine is mandatory for all Laboratory employees, on-site contractors, and on-site subcontractors unless granted an accommodation under applicable state or federal law. This requirement will apply to those working on-site, those teleworking, and all new hires. Position commitment: Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their Division Leader. The position commitment for this position is 1 year. Where You Will Work_
Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:
§ PPO or High Deductible medical insurance with the same large nationwide network
§ Dental and vision insurance
§ Free basic life and disability insurance
§ Paid childbirth and parental leave
§ Award-winning 401(k) (6% matching plus 3.5% annually)
§ Learning opportunities and tuition assistance
§ Flexible schedules and time off (paid sick, vacation, and holidays)
§ Onsite gyms and wellness programs
§ Extensive relocation packages (outside a 50 mile radius)
Directive 206.2 - Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2 . Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.
Clearance: Q (Position will be cleared to this level). Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements
for access to classified matter. This position requires a Q clearance which requires US Citizenship except in extremely rare circumstances. Dependent upon position, additional authorization to access nuclear weapons information may be required that may or may not be available to dual citizens depending upon the circumstances.
Eligibility requirements: To obtain a clearance, an individual must be at least 18 years of age; U.S. citizenship is required except in very limited circumstances. SeeDOE Order 472.2 for additional information.
426.2: This position is subject to DOE Order 426.2, Personnel Selection, Training, and Qualification Requirements for DOE Nuclear Facilities, which establishes entry-level requirements to ensure candidates selected for specific positions can successfully perform the requirements of the job.
New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing.
Regular position: Term status Laboratory employees applying for regular-status positions are converted to regular status.
Internal Applicants: Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to PolicyPolicy P701for applicant eligibility requirements.
Equal Opportunity: Los Alamos National Laboratory is an equal opportunity employer and supports a diverse and inclusive workforce. All employment practices are based on qualification and merit, without regard to race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation or preference, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to email@example.com or call 1-505-665-4444 option 1. Employment Status
Contact Name Gonzales, Andrea Jo
Vacancy Name: IRC94412
Organization Name XIT-TSS/TECHNOLOGY SERVICES AND SOLUTIONS
Req ID: IRC94412
Category: Information Technology