SiteScope SME

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Site Scope 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 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 Site Scope, 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 Site Scope SME will be responsible for the efficient operation, maintenance, and optimization of the Site Scope monitoring tool within the larger monitoring platform. They will possess expert‑level knowledge of Site Scope and will play a key role in managing, configuring, and troubleshooting the tool to meet customer requirements and ensure high availability. The Site Scope SME will work closely with stakeholders to gather requirements, develop solutions, and implement changes in alignment with government‑approved processes and security standards.

• Maintenance and Optimization of Site Scope:
  • Ensure timely processing of upgrades, patches, and configuration changes for Site Scope.
  • Propose and implement enhancements to optimize monitoring capabilities.
  • Collaborate with stakeholders to gather requirements and develop technical solutions.
• Incident Response and Operational Management:
  • Monitor Site Scope 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 Site Scope configurations in alignment with customer needs.
  • Develop and maintain documentation related to Site Scope operation and configuration changes.
  • Ensure compliance with CIT change management processes for all Site Scope‑related activities.
• New Tool Integration and Service Requests:
  • Integrate new tools into the Site Scope environment as approved by the Government.
  • Process monitoring service requests (SRs) related to Site Scope 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 Site Scope usage and configuration.
• Training and Knowledge Sharing:
  • Provide training and support to technicians and end users on Site Scope functionality and best practices.
  • Share knowledge and expertise with team members to enhance overall monitoring capabilities.

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years of experience as a Site Scope administrator or subject matter expert.
• Expert‑level knowledge of Site Scope configuration, troubleshooting, and optimization.
• Experience with monitoring platform maintenance and incident response.
• Strong understanding of ITIL processes, particularly Change Management and Incident Management.
• Knowledge of Power Shell scripting.
• Familiarity with integration to Service Now (SNOW) and xMatters or similar notification tools for alerting.
• Understanding of High Availability (HA) and Disaster Recovery (DR) concepts to support redundancy.
• Knowledge of reporting and dashboard capabilities.
• Excellent communication skills and ability to collaborate effectively with stakeholders.
• Security clearance or ability to obtain and maintain…