ServiceNow Administrator​/Developer

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced Service Now Administrator/Developer to support the configuration, administration, development, and continuous improvement of the Service Now platform for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a technically proficient and detail-oriented professional with hands‑on experience administering and developing within the Service Now platform, a strong understanding of IT service management principles, and a demonstrated ability to translate business and operational requirements into effective Service Now solutions.

They bring a collaborative work ethic, strong problem‑solving skills, and a commitment to delivering platform solutions that enhance the efficiency and effectiveness of IT Call Center operations. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position

Description:

The Service Now Administrator/Developer will be responsible for the administration, configuration, development, and ongoing maintenance of the Service Now platform supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager, program leadership, and end users to gather requirements, design and implement platform solutions, and ensure the Service Now environment is optimized to support efficient and effective call center service delivery.

• Administer and maintain the Service Now platform, including user and group management, role assignments, access controls, and system configuration to support IT Call Center operations and contractual requirements.
• Design, develop, and implement Service Now solutions including custom applications, workflows, forms, fields, business rules, client scripts, UI policies, and notifications in support of call center operational requirements.
• Collaborate with the Call Center Operations Manager, program leadership, and end users to gather, analyze, and document business and technical requirements, translating them into effective and scalable Service Now platform configurations and development solutions.
• Develop and maintain Service Now workflows, flow designer automations, and orchestration processes that streamline call center ticketing, routing, escalation, and resolution workflows.
• Configure and maintain Service Now modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
• Develop and maintain Service Now reporting, dashboards, and performance analytics products that provide program leadership and government stakeholders with real-time visibility into call center performance metrics and SLA compliance.
• Perform regular platform health checks, system upgrades, patch management, and maintenance activities, ensuring the Service Now environment remains stable, secure, and current.
• Develop and maintain integration solutions between Service Now and other enterprise systems, tools, and platforms used within the IT Call Center program environment.
• Conduct thorough testing of all platform configurations, customizations, and development solutions prior to deployment, including unit testing, system testing, and user acceptance testing (UAT) coordination.
• Develop and maintain comprehensive technical documentation including system design documents, configuration guides, development specifications, and platform maintenance procedures.
• Provide Tier 2 and Tier 3 platform support to call center staff and end users, troubleshooting and resolving Service Now platform issues in a timely and effective manner.
• Support the onboarding and training of call center staff on Service Now platform features, updated workflows, and new functionality, developing training materials and knowledge base content as needed.
• Ensure all Service Now platform configurations, customizations, and development activities comply with applicable federal security requirements, agency policies, and contractual obligations.
• Stay current on Service Now platform updates, new features, and industry best practices, proactively identifying opportunities to leverage new capabilities to enhance call center operations.
• Support continuous process improvement initiatives by analyzing platform utilization data, identifying configuration inefficiencies, and recommending and implementing platform enhancements that improve operational outcomes.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or…