SiteScope SME at Computer World Services (CWS)Corporation in Bethesda, Maryland

Job Description:

Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the SiteScope SME for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The SiteScope SME will be responsible for the efficient operation, maintenance, and optimization of the SiteScope monitoring tool within the larger monitoring platform. They will possess expert-level knowledge of SiteScope and will play a key role in managing, configuring, and troubleshooting the tool to meet customer requirements and ensure high availability. The SiteScope SME will work closely with stakeholders to gather requirements, develop solutions, and implement changes in alignment with government-approved processes and security standards.

Key Tasks and Responsibilities

Maintenance and Optimization of SiteScope:

* Ensure timely processing of upgrades, patches, and configuration changes for SiteScope.

* Propose and implement enhancements to optimize monitoring capabilities.

* Collaborate with stakeholders to gather requirements and develop technical solutions.

Incident Response and Operational Management:

* Monitor SiteScope alerts and respond to incidents within defined SLAs.

* Investigate and troubleshoot issues, working with vendors as needed to resolve complex problems.

* Maintain the central event console to prevent false alarms and ensure efficient operation.

Configuration Management and Documentation:

* Maintain and update SiteScope configurations in alignment with customer needs.

* Develop and maintain documentation related to SiteScope operation and configuration changes.

* Ensure compliance with CIT change management processes for all SiteScope-related activities.

New Tool Integration and Service Requests:

* Integrate new tools into the SiteScope environment as approved by the Government.

* Process monitoring service requests (SRs) related to SiteScope configuration and optimization.

Collaboration and Stakeholder Management:

* Work closely with internal IT departments and stakeholders to address monitoring requirements.

* Provide expertise and recommendations to support decision-making related to SiteScope usage and configuration.

Training and Knowledge Sharing:

* Provide training and support to technicians and end users on SiteScope functionality and best practices.

* Share knowledge and expertise with team members to enhance overall monitoring capabilities.

Education & General Experience

* Bachelor's degree in Computer Science, Information Technology, or related field.

* Minimum of 5 years of experience as a SiteScope administrator or subject matter expert.

* Expert-level knowledge of SiteScope configuration, troubleshooting, and optimization.

* Experience with monitoring platform maintenance and incident response.

* Strong understanding of ITIL processes, particularly Change Management and Incident Management.

* Excellent communication skills and ability to collaborate effectively with stakeholders.

* Security clearance or ability to obtain and maintain relevant clearances as required.

Preferred Qualifications:

* Certification in SiteScope or relevant monitoring tools.

* Familiarity with related monitoring tools such as SCOM and SL1.

Certifications

* ITIL 4 Certification (Preferred)

Security Clearance

* Public Trust Moderate (Tier 2)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

* May require lifting and carrying heavy equipment.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at