ServiceNow Administrator

Job Description

ECS is seeking a Service Now Administrator to work on‑site 3 days per week in our Arlington, VA office.

ECS is seeking a Service Now Administrator to support highly complex, mission‑critical scoped and global applications. In this role, you’ll provide high level technical planning, execution, and support for software systems and subsystems. You will be responsible for supporting the Service Now change requests, dashboards, reports, improvements, fixes, and overall structure and operations.

• Works closely with Service Now leadership team to support the DHS customer and their needs.
• Support Service Desk operations, create reports and dashboards, and coordinate support as needed from additional resources.
• Perform account management tasks including the creation and deletion of accounts, adding roles, creation (and management) of groups and other entitlements within the platform.
• Intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self‑service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
• Additional day‑to‑day responsibilities include assistance with the overall structure and content of the system, documentation, creation of knowledge articles, working direction with customers and fulfillment of services including Incident and Request tickets.
• Present improvement ideas, analyze requests for change, draft, and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, and support testing.

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred.
• Bachelor’s Degree + 7 years of experience.
• 2+ years of experience in Service Now administration.
• Strong, up to date, working knowledge of Service Now modules and applications:
  Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management, create dashboards and reporting.
• Successful problem solving and debugging skills. Ability to analyze, troubleshoot and resolve issues quickly in the Service Now instances.
• Familiar with SDLC, Agile development methodologies, ITIL framework.
• Experience working in an iterative and agile development environment.

• Proficiency in JavaScript is a plus.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid‑sized provider of technology services to the United States Federal Government. We are focused on people, values, and purpose. Every day, our 3300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect, and defend the American People.