Software Configuration Management Specialist III

Remote | US Based

US Citizenship - Clearable; Ability to obtain a Public Trust Required

Summary
Our client provides reliable, effective, and innovative technology solutions that advance federal, state, local, and nonprofit missions. Their technologists and consultants are passionate about solving complex challenges that impact millions of lives. Also, our client takes a Mindful Modernization approach in delivering our application modernization, grants management systems, government data analytics, and advisory services. Mindful Modernization is our client's way of delivering mission impact by aligning our government customers’ strategic objectives to measurable outcomes through people, processes, and technology.

Responsibilities

The Software Configuration Management (SCM) Specialist is responsible for managing the full lifecycle of software configurations and changes in a fast-paced software development environment. You will process and track change requests, ensuring they meet established service-level agreements (SLAs). This includes facilitating Change Control Board (CCB) meetings, documenting decisions, and managing post-meeting actions. You will ensure the accuracy and integrity of data within tools like JIRA, BitBucket, and Confluence, providing clear reporting on software versions/releases and related metrics.

In this role, you will collaborate with development teams, project managers, and customers to gather requirements for change requests, and you will help implement these changes within the organization. You will also develop and maintain Standard Operating Procedures (SOPs) for configuration management processes, ensuring all workflows align with industry standards. A key part of your duties will include creating training materials and delivering sessions to enhance team knowledge of configuration management best practices.

You will also oversee the 24/7 on-call schedule to ensure continuous support, even outside of regular business hours. Your work will involve process improvement initiatives, identifying inefficiencies, and recommending enhancements to tools and workflows. As an integral part of the team, you will contribute to maintaining compliance with industry standards, conducting audits, and supporting configuration control assessments. This position offers the opportunity to work remotely within the U.S., with standard operating hours of 8:00 AM to 6:00 PM EST, and occasional off-hours support required.

Configuration Management & Change Control

• Process and track change requests in alignment with service-level agreements (SLAs)
• Facilitate and support Change Control Board (CCB) meetings, documenting decisions and actions
• Track post-meeting action items and ensure implementation of disposition actions
• Administer configuration management tools (e.g., JIRA, BitBucket, Confluence), ensuring data integrity and fidelity
• Maintain and update Standard Operating Procedures (SOPs) for configuration management processes
• Support configuration control assessments and audits, ensuring compliance with established processes

Collaboration & Stakeholder Engagement

• Work with customers, subject matter experts, and systems engineers to gather requirements for change requests
• Coordinate with cross-functional teams to implement configuration changes and meet organizational goals
• Translate technical terminology and configuration management concepts into terms understandable by non-technical stakeholders
• Provide exceptional customer service and manage relationships with internal and external teams
• Negotiate and prioritize requests from application teams and project stakeholders

Reporting & Metrics Management

• Develop and deliver reports related to software versions/releases and change management metrics
• Maintain and track key configuration management metrics, ensuring accurate data reporting and trend analysis
• Provide visibility into the status of change requests, identifying and reporting potential delays or issues

Process Improvement & Tool Optimization

• Recommend and implement improvements to existing configuration management processes and tools
• Enhance build/deployment processes by developing new technologies and refining existing workflows
• Research, recommend, and implement best practices for configuration management standards and specifications
• Optimize Agile and CI/CD pipeline processes for configuration management using best practices

Training & Documentation

• Develop training materials for configuration management processes, tools, and best practices
• Conduct training sessions to ensure team members are equipped to follow configuration management processes
• Create and maintain documentation for configuration management procedures and workflows

On-Call & Support Management

• Create and manage the monthly On-Call schedule to ensure continuous 24/7 coverage for configuration management support
• Provide off-hours support as needed, including weekends and holidays, to ensure system maintenance and configuration tasks are handled promptly

Leadership & Compliance

• Lead process assessments, ensuring the adherence to industry standards and internal guidelines
• Demonstrate leadership in coordinating across teams, ensuring smooth execution of configuration management tasks
• Foster a collaborative environment, working across boundaries to deliver positive outcomes and resolve issues

Requirements

• 10+ years of job-relevant experience within IT Systems/Software Engineering and Administration is required
• 10+ years of overall IT experience
• 5+ years of IT operational processes experience
• 5+ years of Configuration Management Processes, Change Control Board Management, Change Request Management, and Status Accounting and Reporting experience
• Must have experience with the following:
  • Configuration Management Tools & Systems
    • Managing Atlassian Tools: Proficiency in administering JIRA, BitBucket, and Confluence, including managing user permissions, workflows, and field configuration schemes
    • Version Control: Experience with version control systems like Git, Subversion, or similar tools to track and report on code changes and version baselines
    • Build/Deployment Management: Hands-on experience with build and deployment management, using tools such as Jenkins, Ansible, and CI/CD pipelines to support automated testing and deployments
    • Tool Enhancements: Identifying and implementing enhancements to configuration management tools, such as JIRA and BitBucket, to improve process efficiency and tool usability
  • Change and Incident Management
    • Processing Change Requests: Extensive experience processing and tracking change requests in an IT environment, ensuring they are addressed within service-level agreements (SLAs)
    • Incident/Change Tracking: Documenting and tracking changes and incidents within JIRA or other configuration management tools to ensure clear visibility and follow-through
    • Emergency Change Request Handling: Managing and coordinating emergency change requests, ensuring rapid action and minimal disruption
    • Customer Escalation Support: Handling urgent or escalated customer issues related to configuration management, often under high-pressure conditions
  • Metrics and Performance Tracking
    • Metric Tracking: Experience in tracking key configuration management metrics, identifying issues or trends in the process, and taking corrective action
    • Metrics Collection: Gathering and tracking data related to configuration management activities and process performance
    • Metrics Reporting: Creating and delivering regular reports on configuration management trends, including issues, resolutions, and process improvements
    • Quality Assurance: Ensuring the integrity, quality, and reliability of data within configuration management tools, and verifying the consistency of reported metrics
  • Collaboration & Communication
    • Collaboration Across Teams: Working closely with development teams, engineers, and customers to ensure alignment on configuration management processes, and to facilitate smooth communication and workflow
    • Leading CCB Meetings: Leading or actively participating in Change Control Board (CCB) meetings, including documenting meeting minutes, tracking post-meeting action items, and ensuring proper follow-up
    • Internal Communication: Coordinating and communicating regularly with internal teams to resolve configuration management issues or questions, ensuring effective and efficient problem resolution
    • Training Sessions: Conducting training sessions for new hires or for ongoing updates to configuration management processes, ensuring team members remain aligned with best practices
  • Documentation & Process Management
    • Managing Documentation: Updating and maintaining Standard Operating Procedures (SOPs) and other configuration management documentation to ensure accuracy and up-to-date information
    • Audit Preparation: Preparing for internal and external audits related to configuration management processes, ensuring compliance with industry standards and internal policies
    • Process Audits: Conducting occasional audits of configuration management processes to ensure adherence to established standards, identifying areas for improvement
    • Process Improvement Reviews: Participating in regular reviews of configuration management processes to identify opportunities for improvements, optimizations, and updates
  • Support & Availability
    • On-Call Support: Providing 24/7 support for configuration management processes and being available for off-hours assistance as needed, ensuring system availability and continuity
    • On-Call Schedule Management: Managing the on-call schedule to ensure appropriate coverage and readiness at all times
  • Project & Special Initiatives
    • Special Projects: Contributing to special projects related to technology upgrades, process improvements, or integrations of new tools, enhancing the configuration management infrastructure
    • System Reviews: Participating in ad-hoc reviews of system performance or reliability, providing recommendations for improvements or upgrades where necessary

Education/Certification Requirements

• A Bachelors degree in Computer Science, Engineering, or a related field is required
  • An additional 4 years job-related experience may be acceptable in lieu of a degree
• Two or more of the following certifications are required:
  • Certified ScrumMaster (CSM) or Agile Certified Practitioner (ACP) for Agile methodologies
  • Certified DevOps Engineer or similar certification in DevOps
  • CompTIA Security+ or other relevant security certifications
  • ITIL Foundation certification or similar IT service management certification

Clearance Requirements

• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Applicants must be able to pass an enhanced background check if needed.