Senior Administrator

About the Role

• Works closely with the Service Now leadership team to support the DHS customer and their needs.
• Supports Service Desk operations, creates reports and dashboards, and coordinates support as needed from additional resources.
• Performs account management tasks including the creation and deletion of accounts, adding roles, creating and managing groups, and other entitlements within the platform.
• Possesses 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.
• Handles day‑to‑day responsibilities such as assistance with the overall system structure and content, documentation, creation of knowledge articles, working with customers, and fulfillment of services including Incident and Request tickets.
• Presents improvement ideas, analyzes requests for change, drafts and updates system design documentation, implements approved system change requests under guidance, interfaces with users, and supports testing.

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• BA/BS or equivalent and seven years of relevant experience, or a total of 13 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.
• 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, and ITIL framework.
• Experience working in an iterative and agile development environment.

• Proficiency in JavaScript is a plus.

• A competitive benefits package and learning and development opportunities.