ITSM Systems Engineer

About Our Company:

At Cypher Analytics, we take immense pride in being 100% employee-owned! Our unique structure fosters a collaborative and innovative environment where everyone's contributions matter. We share a passion for excellence, teamwork, and driving meaningful results for our clients.

Joining us means becoming an integral part of a supportive and empowering community.

Position Summary

We are seeking a hands-on BMC Remedy ITSM Systems Engineer to design, build, harden, and operate our enterprise ITSM platform. You will own the AR System application stack and adjacent integrations (Smart IT, Digital Workplace, CMDB, and reporting), ensuring availability, performance, security compliance, and smooth user experiences for incident, problem, change, request, and asset processes.

This role directly impacts mission readiness and service reliability by keeping core ITSM capabilities stable, secure, and continually improved. You will drive upgrades/migrations, optimize CMDB data quality, automate service request flows, and integrate monitoring/observability so operations teams can respond faster.

Position will be located at the NIWC Pacific Old Town Campus in San Diego, CA. This is an on-site role.

Must Have Requirements:

• High school diploma or GED
• Active Secret level security clearance (or higher)
• IAT Level II certification: Requires both an IA Certification (e.g., Security+ CE, or higher) *AND* an Operating Environment (OE) Certification (e.g., Windows OS certification, Relevant BMC/Remedy Certification, CCNA etc.) for CSWF compliance.
• 5+ years in systems engineering or platform administration for enterprise applications
• 3+ years hands-on with BMC Remedy AR System 9.1 administration, configuration, and customization
• Experience with AR System workflow (forms, fields, filters, escalations, active links) and mid tier administration
• Demonstrated upgrades/migrations across major versions (on-prem AR System)
• Strong CMDB modeling and reconciliation experience; integration with discovery tools
• Scripting for automation (Python and/or PowerShell)
• Working knowledge of databases (Oracle/SQL Server), Windows/Linux, and web/app servers (Tomcat/Apache)
• Understanding of ITIL processes; ability to implement SLAs and service catalog items
• Ability to support on site delivery and collaborate with government stakeholders minimum 2 days per week, with potential expansion as directed by the client.
• Ability to perform OCONUS Travel (typically 1-3 weeks trip duration, up to approx. 3 times a year, planned 3+months in advance)

Duties and Responsibilities:

• Administer, configure, and customize BMC Remedy AR System 9.1 and related modules (Incident, Problem, Change, Request, Knowledge, Asset).
• Lead upgrades, patches, and schema changes with minimal downtime.
• Maintain and optimize Smart IT, Digital Workplace, and CMDB (Atrium).
• Build and maintain integrations via REST/SOAP APIs, AR filters/active links, and job schedulers.
• Automate routine tasks and deployments using Python and/or PowerShell.
• Ensure system security, compliance, and vulnerability remediation per RMF/ATO requirements.
• Provide Tier 3 support, mentor admins, and deliver training materials.
• Document architecture, SOPs, and disaster recovery procedures.
• Collaborate with Service Owners, SecOps, and Network/Cloud teams to align with ITIL practices.
• Monitor system performance, capacity, and SLAs/OLAs.

Cypher Analytics offers to eligible employees:

• Employee Covered Medical, Dental, LTD, and Life Insurance
• 401(k) Matching and Employee Stock Ownership Program
• Training and Teambuilding Events
• Annual Tuition, Certification and Training Reimbursement

Job Type: Full-time

Pay: $100,000. 00 - $150,000. 00 per year

Application Question(s):

• Do you have an up to date Security + or other IA certification?
• Do you have an Operating Environment (OE) certification, such as a Windows OS certification, CCNA, SolarWinds, or equivalent qualifying certification?
• How many years of experience do you have with administrating, configuring, and customizing BMC Remedy AR System 9.1 ?

Education:

• High school or equivalent (Required)

Security clearance:

• Secret (Preferred)

Work Location: In person