Tier 0 ServiceNow Administrator​/Self-Service Specialist; Senior

Computer World Services, Corp. (CWS) seeks a Tier 0 Service Now Administrator / Self-Service Specialist to manage and improve self-service capabilities for the USMEPCOM ENLIST program, administering the Service Now self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation.

The specialist works with the Service Desk, ITSM process owners, technical teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service, and approved automated resolutions, using service data to reduce avoidable tickets, improve routing accuracy, and strengthen the customer experience.

• Administer and maintain the Service Now self-service portal or employee-facing experience and Tier 0 capabilities.
• Maintain service-catalog items, record producers, forms, variables, categories, and fulfillment information.
• Configure ticket-routing rules, assignment logic, notifications, and escalation workflows so self-service submissions are correctly categorized, prioritized, and routed.
• Maintain approved workflows and automations for common requests, coordinating with Service Now developers when custom development or integration is required.
• Convert technical procedures and SME input into clear customer guidance; create, publish, and retire knowledge articles; and maintain ownership, review dates, metadata, and approvals.
• Review content for accuracy, accessibility, and security, ensuring no sensitive system, security, or personal information is exposed.
• Monitor knowledge gaps and search behavior, and develop troubleshooting guides, FAQs, decision trees, and guided-resolution content.
• Configure dashboards and reports tracking self-service adoption, knowledge use, deflection, routing accuracy, reassignment, and abandonment.
• Analyze misrouted or incomplete submissions and improve associated forms and rules; identify high-volume, low-complexity requests suitable for automation and document requirements and acceptance criteria.
• Configure approved changes, develop and execute test cases, coordinate user acceptance testing, support controlled releases, and validate functionality after upgrades and patches.
• Coordinate with the Service Desk Lead and ITSM process owners, and convert approved known errors into searchable self-service guidance.
• Maintain configuration documentation and procedures, report Tier 0 metrics for Monthly Status Reports, and train content owners and service-desk personnel.

Required:

• Bachelor’s degree in Information Technology, Information Systems, or a related field.
• Minimum of six (6) years of relevant experience in Service Now administration, IT service management, service-desk operations, self-service delivery, or knowledge management.
• Hands-on experience configuring Service Now portals, catalogs, knowledge, routing rules, workflows, or dashboards, and testing and documenting configuration changes.
• Experience translating recurring issues into reusable guidance or automated resolutions and gathering requirements from technical teams and stakeholders.
• Ability to write clear customer-facing instructions and knowledge articles, and strong analytical and communication skills.

Preferred:

• Experience supporting federal or DoD Service Now environments and Tier 0 or shift-left initiatives.
• Experience with Service Now Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, and assignment rules.
• Experience developing virtual-agent content, decision trees, or automated fulfillment workflows.
• Experience with Knowledge-Centered Service, Section 508 accessibility, and Agile or controlled-release practices.
• Experience creating training…