ServiceNow Senior System Administrator

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Public Trust/Other

Required:

None

Job Family: IT Infrastructure and Operations

Job Qualifications:

• Skills: Active Directory (AD), ITIL Framework, Service Now Administration, Service Now IT Service Management (ITSM), Service Now Platform Governance
• Certifications: None
• Experience: 5+ years of related experience
• US Citizenship
  
  Required:
  
  No

Advance how our customers operate while you advance your career. Join GDIT as a Service Now Senior System Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Service Now Senior System Administrator the work you’ll do at GDIT will be impactful to the mission of our organization. You will play a crucial role in the following:

• Responsible for the administration and support of the organization’s IT systems and infrastructure via the Service Now platform, which is a critical component that is used 24x7x365 in support of IT, Finance, HR, Security and more.
• Works within an Agile team, supporting the Product Owner.
• Gathers user requirements to write stories that effectively and efficiently capture their needs and functionality.
• Gathers, analyzes, documents, and defines detailed requirements, scope, and objectives by liaising with users and stakeholders.
• Collaborates with stakeholders to understand business needs and requirements and provide appropriate solutions.
• Monitors performance and troubleshoots complex issues.
• Light development work, primarily with catalog items (must have experience working with update sets).
• Conducts security and/or other audits and assessments to ensure compliance with organization policies and regulatory requirements.
• Participates in disaster recover drills and business continuity planning.
• Provides support to end users and other IT staff by resolving complex hardware, software and system related issues.
• Obtains a comprehensive and holistic understanding of the Service Now environment that fosters the ability to identify and dig deeply into defects that emerge.
• Maintains detailed documentation of configurations, procedures and changes.
• Creates reports on performance, security incidents and other key metrics.
• Coordinates with other IT teams to ensure coordinated delivery of IT services.
• Provides recommendations for improvements based on analysis and industry best practices.
• Applies knowledge of ITSM principles and ITIL v4 processes to ensure high-quality service delivery and continuous improvement.
• Assists in the development of IT policies and procedures.
• Supports the management of project timelines, budgets and resources.
• Serves as a backup team lead when necessary.
• Coaches and provides guidance to less experienced professionals when required.
• Creates reports and dashboards using Service Now reporting or Service Now Platform Analytics.
• Trains users on platform usage.
• Working with Active Directory, Azure Active Directory, and Okta.
• This ideal candidate for this position will need to be available occasionally outside of business hours as needed to support mission critical services.

Bring your technology expertise and drive for innovation to GDIT. The Service Now Senior System Administrator must have:

• Education: High school diploma required, Technical Training, Certification(s) or degree preferred.
• Experience: 5+ years in Service Now administration and related IT roles.
• Required Skills:
  • Extensive experience in Service Now, Business Analysis, and Product Specialization.
  • Proven expertise in multiple Service Now modules, such as ITSM, ITOM, ITAM, CSDM and/or CMDB.
  • Demonstrable experience in Agile/Scrum methodologies.
  • Keen understanding of ITSM principles and ITIL v4 processes.
  • Strong communication, facilitation, and technical documentation skills.
  • Strong analytical thinking and problem-solving skills.
  • Ability to both translate business needs to technical specifications and translate highly technical specifications into clear, non-technical requirements for stakeholders.
  • Must be able to use Excel for creating…