ServiceNow Administrator

Maximus is a trusted federal partner supporting mission‑critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence, and a commitment to mission success for our customers.

Joining Maximus means becoming part of a collaborative, mission‑driven organization where teamwork, accountability, and professional growth are core to how we operate. We invest in our workforce through training, education, and career development, empowering professionals to deliver high‑impact solutions while contributing to outcomes that matter at a national scale.

This position is contingent upon contract award and position availability. Selected candidates will receive a contingent offer of employment, which will become final only upon successful contract award to Maximus, availability of the position, and receipt of authorization to proceed.

Service Now Team Lead provides senior leadership for enterprise ITSM and ITOM capabilities. This role leads Service Now operations and enhancements, and enterprise monitoring, to ensure 24x7x365 availability, rapid incident response, and SLA compliance.

Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS
218, T2, Band 5

• Serve as Service Now Subject Matter Expert and Technical Team Lead for IT Service Management (ITSM) and IT Operations Management (ITOM) capabilities supporting the agency.

• Lead backlog prioritization, design, and delivery of approved Service Now enhancements and workflows focused on automation, standardization, and transparency of IT operations.

• Manage and coordinate operations and maintenance (O&M) activities for Service Now, ensuring platform availability, performance, and compliance with agency service management objectives.

• Oversee enterprise monitoring and alerting functions, including alignment with ITSM Monitoring Services and integration with incident and problem management workflows.

• Provide technical leadership and oversight, supporting continuous monitoring, incident response, mailbox provisioning, break‑fix support, and rapid service restoration.

• Support 24x7x365 operational coverage for email and messaging services through coordination of a monitoring and operations team, ensuring SLA adherence and service continuity.

• Collaborate with client stakeholders, operations teams, and cybersecurity partners during critical incidents, leveraging Service Now for incident tracking, reporting, and post‑incident analysis.

• Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field (or equivalent experience).

• 4+ years of progressive IT experience, including senior‑level support of enterprise ITSM platforms.

• Service Now ITSM expertise supporting enterprise Incident, Problem, Change, Request, and Knowledge Management processes in a federal or large‑scale enterprise environment.

• Service Now ITOM and monitoring integration experience, including event management, alerting, and operational visibility supporting proactive incident detection and resolution.

• Operations & Maintenance (O&M) leadership experience for mission‑critical IT services, including backlog prioritization, enhancement delivery, and platform sustainment.

• Critical Incident Management experience supporting 24x7x365 operations, including incident coordination, escalation, reporting, and post‑incident analysis using Service Now or equivalent ITSM tools.

• Experience supporting monitoring teams or NOC‑style operations, ensuring SLA adherence, operational reporting, and coordination across technical teams.

• Ability to work within federal IT governance frameworks, including adherence to agency service management, security, change management, and compliance requirements.

• Service Now ITOM (Event Management, Discovery, Service Mapping) experience.

• Strong leadership, stakeholder engagement, and technical documentation skills.

• Prior federal IT O&M program experience.

• Service Now Certified System Administrator (CSA).

• ITIL v4 Foundation (or equivalent ITSM certification).

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary: $80,000

Maximum Salary: $117,000