ServiceNow Operations System Administator

Job Description

Net Impact Strategies is seeking a Senior Operations System Administrator to provide infrastructure-oriented Service Now platform operations for a Federal Agency. This role anchors early and late-window operations and provides deep troubleshooting across MID Servers, supporting VMs/operating systems, queues, connectivity, maintenance, security controls, recovery, and service restoration while working closely with the Service Now System Administrator and implementation team.

Work schedule: Monday-Friday, representative early shift of approximately 6:00am-2:30am and late shift of approximately 1:30 p.m.

-10:00 p.m. Eastern; planned after-hours maintenance, continuity testing, upgrades, and rotating on-call support as required.

This position requires U.S. citizenship and a post-award Government background investigation.

• Provide early or late-window operational ownership for Service Now platform-support infrastructure, with emphasis on MID Servers, supporting VMs/operating systems, connectivity, queues, maintenance, and continuity.
• Perform deep troubleshooting, preventative/corrective maintenance, performance monitoring, configuration management, and restoration across Service Now operational dependencies.
• Investigate MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies; coordinate with platform, network, cloud, identity, and security teams.
• Execute and document planned maintenance, patching, restart/recovery, backup/restore, continuity, and disaster-recovery activities in accordance with approved change and security processes.
• Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests; maintain accurate Service Now records, SLA evidence, restoration notes, and handoffs.
• Implement and monitor infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence; escalatig suspicious activity immediately.
• Support new integrations and platform changes by validating runtime prerequisites, certificates, network paths, service accounts, MID selection/capacity, and production readiness.
• Coordinate Service Now and infrastructure vendor support cases and preserve diagnostic evidence needed for root cause and problem management.
• Maintain operations procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation.
• Provide structured handoff to/from the early operations team so unresolved incidents, changes, security actions, and integration conditions retain clear ownership across the service window.

• Five or more years providing operational support to enterprise Service Now implementations, including complex troubleshooting and production support.
• Strong experience with Service Now MID Servers plus Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts.
• Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support.
• Multiple Service Now certifications relevant to the supported environment; CSA strongly preferred or required where mandated by the applicable labor category.
• Experience coordinating Service Now Support cases and cross-team troubleshooting in a shared enterprise environment.
• Ability to work the assigned coverage window and participate in planned after-hours/on‑call events.
• U.S. citizenship and ability to satisfy High Risk IT…