ShorePoint is a cybersecurity services firm with a focus on high-profile, high-threat private and public-sector customers who demand experience and proven security models to protect their data. We are seeking a ServiceNow Operations Analyst who has experience providing support to multiple federal agencies, DHS, and focused on providing subject matter expertise to develop and architect the next generation of cybersecurity in support of DHS’ CDM Program. This is a unique opportunity to shape the growth, development and culture of an exciting and emerging company in the cybersecurity market.

Roles and Responsibilities

  • Responsible for supporting one or more instances of Continuous Diagnostics and Mitigation (CDM) Hardware Asset Management (HWAM) platform based on Service Now
  • Take guidance from the Lead Service Now Engineer to assist with the activities related to the onboarding of Agencies to the TO2F solution, ensuring that HWAM information is obtained from the Agency infrastructure to the Service Now server and to the Integration layer
  • Provide technical support for the Service Now server and the MID Server infrastructure including monitoring performance of application, ensuring accuracy of data feeds to the Integration layer (Informatica) to include troubleshooting performance issues with the application
  • Work with the Lead HWAM Engineer to implement new Service Now versions when they are released.  Validate data feeds to Integration layer and proper functionality of HWAM after deployment
  • Provide input to support the creation application documentation, drawings, how-to guides and other deliverables for both training and tool maintenance. Assist in preparing technical designs with Visio diagrams and detailed descriptions

Required Skills

  • Demonstrated ability to create reports from Service Now
  • Working knowledge of SQL is a plus
  • Strong analytical skills to enable effective troubleshooting
  • Experience with Red Hat Enterprise Linux and Windows Server 2012/2016
  • Knowledge of Service Now APIs
  • Knowledge of FISMA, NIST, security standards
  • Knowledge of integrated security system architecture
  • Core competency of network design concepts and operation
  • Experience with general IT security concepts, network security and monitoring practices/methodologies

Years of Experience Requirement 

  • 3-5 years of experience in Information Technology
  • 3-5 years of hands on experience with the implementation, operations and management of Service Now and MID Server infrastructure (version Kingston or higher)


  • Reston, VA

Security Clearance

  • Ability to secure DHS Entry on Duty (EOD) required

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