ServiceNow Engineer

The Service Now Engineer is responsible for comprehensive Operations and Maintenance (O&M) services for the USACE OCIO/G-6 Enterprise Service Strategy Tool, ensuring optimal platform performance, reliability, scalability, and availability. This role administers system configurations, user management, incident tracking, and performance monitoring to support organizational service delivery objectives and maintain compliance with federal security and operational requirements.

Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

• Perform routine system health checks and monitoring to ensure Service Now platform availability (24/7 operations)
• Administer user accounts, roles, security groups, and permissions in accordance with organizational policies and security requirements
• Manage Service Now configurations, customizations, and integrations to support business processes
• Proactively identify and address system errors, performance issues, and capacity constraints
• Maintain and update incident logs and performance records for transparency and audit compliance
• Develop and maintain comprehensive system documentation and standard operating procedures
• Support Service Now module administration including ITSM, CMDB, Asset Management, and GRC
• Generate monthly performance reports per contract deliverables (Section F specifications)
• Troubleshoot complex technical issues and coordinate resolutions with Service Now support and internal teams
• Train end-users on Service Now features and maintain user knowledge base

• Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent work experience)
• 4+ years of experience supporting Service Now environments in production settings
• Service Now Certified System Administrator (CSA) certification or equivalent hands‑on experience
• Strong problem‑solving, communication, and collaboration skills
• Experience with system administration, user management, and access control
• Ability to document processes and create comprehensive system documentation
• Knowledge of ITSM principles and IT service management best practices

• Service Now Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification
• Experience with multiple Service Now modules (ITSM, CMDB, Asset Management, GRC, Employee Center)
• Familiarity with USACE, USARMY, or other federal agency Service Now infrastructures
• Knowledge of federal compliance requirements and security standards
• Experience with Service Now Performance Analytics and reporting
• Background in federal IT contracting and government service delivery
• SQL and database administration knowledge

• Service Now Administration & Configuration
• User & Access Management
• Incident Tracking & System Health Monitoring
• Problem‑Solving & Troubleshooting
• System Documentation & Reporting

• Service Now Development (advanced configuration)
• Service Now ITSM Configuration Management Database (CMDB)
• Federal Compliance & Security
• Performance Analytics & Reporting
• API Integration & System Customization

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental…