What are the responsibilities and job description for the Analyst III – Aternity & ServiceNow Software Specialist position at SMX Services & Consulting, Inc.?
Job Title : Analyst III - Aternity & ServiceNow Software Specialist
Location : Remote / Telework
Employment Type : Full-Time, 40 hours per week
Contract Type : Firm Fixed Price Contract
Pay Rate : $48.00 - $55.00 hour estimated 2000 hours a year
Job Summary :
The Internal Revenue Service (IRS) is seeking Analyst III professionals with expertise in Aternity End User Experience Monitoring and ServiceNow to support the IRS Information Technology (IT) User & Network Services (UNS) Customer Service Support (CSS) for over 90,000 customers nationwide. This role involves leveraging industry best practices to enhance end-user experiences through advanced monitoring, automation, and defect resolution.
Key Responsibilities :
- Develop and maintain Aternity dashboards and create self-healing scripting capabilities for IRS systems.
- Provide ServiceNow Subject Matter Expertise (SME) to proactively identify and resolve enterprise-level deployment or software defects.
- Collaborate with IRS UNS Service Providers to automate and streamline defect resolution processes.
- Create and deliver technical documentation , operating manuals, SOPs , and knowledge articles for Aternity dashboard development and support.
- Conduct Service Desk technician-level training on system use and support.
- Lead the integration of Aternity auto-ticketing capabilities within ServiceNow, including documenting actions and creating programming solutions.
- Plan, document, develop, and implement Aternity monitoring capabilities , including resource baselines and reporting requirements.
- Participate in meetings, attend training sessions, and support ServiceNow Technical Operations Support including plans, procedures, and migration strategies.
Required Qualifications :
Experience :
Skills and Competencies :
Additional Requirements :
Salary : $48 - $55
