Junior ServiceNow Operations Specialist
Job Description & How to Apply Below
Norfolk, United States | Posted on 05/08/2026
The Junior Service Now Operations Specialist will serve as an essential member of the NMMES Program Operations Team, ensuring the daily stability, performance, and usability of the Service Now platform. As the program transitions from manual processes to automated workflows, this role provides technical support, incident triage, and foundational administration. The specialist will work under the guidance of senior administrators to support 50,000+ Navy personnel by managing IT Service Management (ITSM), Asset Management, and supporting Risk Management Framework (RMF) automation.
Key Responsibilities- Platform Operations & Triage: Monitor the Service Now instance, triage incoming platform issues, and maintain platform stability. Handle Tier 1-2 incidents and service requests related to ITSM and custom applications within established SLAs.
- User/Access Administration: Perform user management, group administration, and role assignments in adherence to RMF security policies and "least-privilege" standards.
- Service Catalog Health: Maintain and update catalog items, record producers, and knowledge articles based on user feedback to enhance the Sailor/Civilian experience.
- Update Set Management: Follow strict update set protocols to capture, document, and promote configurations between development, test, and production environments.
- Data Quality Assurance: Validate data integrity in foundational records (users, groups, assignment rules, CMDB) to prevent reporting discrepancies.
- Documentation: Create and maintain standard operating procedures (SOPs), knowledge articles, and technical runbooks to support the growing NMMES documentation library.
- System Testing: Participate in User Acceptance Testing (UAT) and conduct smoke testing after platform patches, releases, or configuration changes.
- Active Secret Clearance (Required due to Navy environment).
- Experience: 0–2+ years of foundational experience with Service Now, ideally in a system administration or operations support role.
- Certification: Service Now Certified System Administrator (CSA) strongly preferred or ability to obtain within 90 days.
- Technical
Skills:
Basic knowledge of Service Now core modules: ITSM (Incident, Change, Request) and CMDB. - Familiarity with Flow Designer, UI Policies, and Business Rules.
- Process Knowledge: Familiarity with ITIL best practices and Agile methodologies.
- Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent hands‑on experience.
- Experience supporting U.S. Navy, NAVSEA, or Department of Defense (DoD) programs.
- Familiarity with RMF (Risk Management Framework) compliance.
- Experience with Service Now Automated Test Framework (ATF).
- Strong verbal and written communication skills to document procedures for a technical and non-technical audience.
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