ServiceNow Administrator

Job Overview

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).
• At least 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).

• Minimum Salary: $80,000.00
• Maximum Salary: $
• Annual salary is just one component of Maximus's total compensation package.
• Other rewards may include short‑ and long‑term incentives as well as program‑specific awards.
• Benefits: health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

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.