ServiceNow Administrator

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for an experienced Service Now Administrator who will support a US Navy environment. The selected applicant will be tasked with providing hosting environments and platforms for Navy applications, as well as other DoD and Homeland Security (HLS) applications utilizing both Component Enterprise Data Centers (CEDCs) and Commercial Cloud Service Providers (CSPs) as hosting platforms. The Service Now ITAM/ITOM Administrator will support the administration, configuration, and maintenance of Service Now capabilities used to manage purchase orders, contracts, catalog items, assets, configuration data, and IT operations processes.

The final depth of ITOM engineering support will be driven by customer requirements but strictly governed by the core CLOUD CITI Service Now engineering team.Role requires Full-Time support through September 30, 2026, transitioning to Part-Time support for FY27.

Core Administration Responsibilities

• Administer and maintain Service Now IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities.

• Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes. Conduct mandatory, recurring cross-training sessions with the core internal Service Now team to ensure baseline ITAM administration knowledge is established in-house.

• Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews.

• Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows.

• Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal.

• Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical Service Now solutions.

• Develop and maintain reports, dashboards, procedures, and administrative documentation.

• Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate.

• Act as the technical bridge between the customer and the core CLOUD CITI Service Now team for complex discovery, event management, or integration failures.

ITOM Analyst/Administration Responsibilities

• Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures.

• Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems.

• Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics.

• Assist with ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities.

• Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support.

ITOM Engineering Responsibilities

The following responsibilities may be included depending on customer requirements and subject to formal CLOUD CITI platform governance:

Configure and support Service Now Discovery and Service Mapping specifically for the customer's hosted assets.

• Coordinate with the core platform team for any underlying infrastructure needs (e.g., MID Server deployment/troubleshooting or credential management).

• Develop platform-compliant automation (using Flow Designer, Integration Hub spokes, or APIs) to streamline the customer's ITOM processes, minimizing technical debt and avoiding heavy custom scripting where out-of-the-box (OOTB) capabilities exist.

• Design and maintain identification and reconciliation rules, data sources, and transform maps strictly tailored to the customer's ITAM/ITOM data feeds, ensuring no disruption to global CMDB integrity.
• Support technical design reviews, release planning, testing, deployment, upgrade validation, performance analysis, and security hardening for ITOM solutions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; relevant experience may be considered in lieu of a degree.

• Three or more years of Service Now administration, platform analysis, or implementation experience, with hands-on experience supporting ITAM, ITOM, CMDB, Service Catalog, or Asset Management capabilities.

• Working knowledge of Service Now data models, roles, access controls, workflows, reporting, imports, update sets, and platform administration practices.

• Demonstrated SME-level experience architecting and…