ServiceNow Developer​/Administrator

Role Overview:
We are seeking a versatile Service Now Developer/Administrator to manage the daily operations, maintenance, and continuous improvement of an enterprise Service Now platform. This role is a critical part of a high-impact team supporting a major public sector digital transformation.

The primary focus of this position is the technical stewardship of the platform—ensuring 99.9% availability, executing seamless version upgrades, and handling the "run" side of the house while contributing to ongoing development sprints.

Key Responsibilities:

• Platform Maintenance:
  Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, and key processes (e.g., MID Servers, Import Sets, Scheduled Jobs).

• Upgrade Leadership:
  Plan, coordinate, and execute Service Now platform upgrades and patch cycles. This includes conducting impact analyses, managing clone-back procedures, and performing post-upgrade validation and regression testing.

• Daily Administration:
  Manage user access, group memberships, and roles. Oversee the health of the CMDB and manage Service Catalog items, including workflows, variables, and fulfillment tasks.

• Configuration & Development:
  Develop and maintain Business Rules, Client Scripts, UI Policies, and UI Actions. Troubleshoot and resolve incidents related to Service Now functionality and performance.

• Security & Compliance:
  Maintain Access Control Lists (ACLs) and security settings. While not required, familiarity with FedRAMP security standards and government compliance protocols is highly preferred.

• Reporting & Dashboards:
  Create and maintain complex reports and Performance Analytics dashboards to provide real-time visibility into service metrics for leadership.

• Documentation:
  Maintain accurate system documentation, including configuration logs, upgrade playbooks, and knowledge articles for end-users.

Required Qualifications:

• Experience:
  
  4+ years of hands-on experience in Service Now administration and development.

• Core Technical
  
  Skills:
  
  Proficiency in JavaScript, Glide API, and web technologies (HTML/CSS). Experience with Integration Hub and Flow Designer is a plus.

• Proven Track Record:
  Demonstrated experience successfully leading at least two major Service Now platform upgrades (e.g., Washington to Xanadu).

• Citizenship:
  Must be a US Citizen or Green Card holder.

• Onsite Commitment:
  Ability to work onsite at our Columbus, OH facility 5 days a week.

Preferred Qualifications:

• Security Awareness:
  Experience working in a FedRAMP-authorized or similarly secured government cloud environment.

• Framework Knowledge:
  Familiarity with ITIL v4 frameworks and public sector service delivery models (CSM/ITSM).

• Certifications:
  
  Service Now Certified System Administrator (CSA) is required;
  Certified Application Developer (CAD) or Micro-Certifications in Upgrade Management are preferred.