Sr Service Administrator - HYBRID

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ZIO Technologies is a Maryland-based IT services firm supporting federal and state clients through staff augmentation and professional servives engagements. We specialize in Network and Infrastucture Engineering, Coud, Dev Ops, Data Solutions, and AI/ML. This role is a client-facing assignment supported and employed by ZIO Technologies.

ZIO is proud to represent the following job opportunity:

ZIO Technologies is looking for an experienced Senior Service Now Administrator for a hybrid position based in Baltimore, MD. Local candidates only.

Job Description:

• Architect, configure, and customize the Service Now platform to meet organizational needs across multiple teams and business units. Define and manage data structures, including tables, fields, and relationships, ensuring scalability and data integrity.
• Design, develop, and implement business rules, workflows, UI policies, and client/server-side scripting to automate processes and improve efficiency. Establish and manage roles, groups, and access controls aligned with organizational security and compliance requirements.
• Provide ongoing support for workflow-related issues, incidents, and user stories, ensuring timely resolution and continuous improvement (Both Jira and Service Now).
• Enhance existing Incident Management workflows, including the definition and implementation of SLAs, escalations, and approval processes. Design and implement Problem Management processes in alignment with agency requirements and ITIL best practices.
• Architect and implement the Change Management module, ensuring governance, risk mitigation, and compliance with ITIL standards (Both Jira and Service Now).
• Design, develop, and maintain the Service Catalog, including service requests and offerings as defined by the organization. Streamline requests fulfillment through automation and orchestration.
• Integrate Service Now with internal and external applications using APIs, web services, and middleware technologies. Implement automation through workflows, scripting, and orchestration tools.
• Develop and maintain reports and dashboards to provide actionable insights into IT service performance. Customize and enhance reporting capabilities within the Service Now platform.
• Plan, test, and execute platform upgrades, patches, and updates to ensure system security, stability, and performance.
• Design and implement the Knowledge Management module to improve information sharing and self-service capabilities.
• Identify and resolve performance and scalability issues, ensuring optimal platform operation.
• Provide training and guidance to end-users, stakeholders, and administrators. Maintain comprehensive documentation of configurations, processes, and best practices.
• Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, CI relationships, data governance, and integration with discovery tools to ensure data accuracy and reliability.
• Support Jira development and administration activities, including workflow configuration, custom fields, issue types, dashboards, and integrations with Service Now to enable seamless collaboration and tracking across platforms.
• Create and configure Jira projects, including defining workflows, issue types, custom fields, permissions, and notification schemes.
• Design and standardize Jira project templates to support multiple teams and ensure consistency across development and service workflows.

Note:

The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

• A minimum of five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
• A minimum of five (5) years of proven experience as a Service Now architect, administrator, or similar role.
• A minimum of five (5) years of experience designing and creating incident, problem, and change management modules in Service Now, developing and maintaining the Service Catalog.
• A…