ServiceNow​/ENT Tools Lead

GovCIO is hiring a Service Now / ENT Tools Lead to lead the design, configuration, and administration of mission-critical IT service management systems. This role supports strategic digital transformation initiatives and ensures operational excellence in Service Now and related enterprise platforms used throughout the agency. This position will be located in Washington, DC and is a hybrid remote position.

• Serve as the technical lead and subject matter expert for the Service Now platform, ensuring alignment with USSS mission requirements.
• Provide system administration, enhancement, and configuration support for Service Now modules, including but not limited to Incident, Problem, Change, Request, Asset, CMDB, Knowledge, and Service Portal.
• Support integration and performance of enterprise monitoring and automation tools (e.g., Solar Winds, Splunk, Dynatrace, Tanium, SCCM).
• Coordinate with USSS stakeholders to define business and functional requirements and translate them into technical solutions.
• Manage platform upgrades, patching cycles, and ensure compliance with cybersecurity policies and FedRAMP standards.
• Develop, maintain, and update workflows, reports, dashboards, and automated processes in Service Now.
• Collaborate with cross-functional IT teams to ensure interoperability and data integrity across enterprise tools.
• Assist in quality assurance (QA) efforts, including testing, validation, and user acceptance testing (UAT) for new releases and platform changes.
• Provide technical mentorship, documentation, and training for USSS personnel and junior administrators.
• Monitor platform health and service levels, and proactively address performance and availability issues.

Bachelor's with 12+ years (or commensurate experience)

Required Skills and Experience

• 10+ years of experience in enterprise IT support with a focus on Service Now administration and configuration.
• 5+ years of experience supporting or integrating enterprise tools (e.g., monitoring, endpoint management, automation platforms).
• Service Now Certified System Administrator (CSA) required;
  Advanced certifications (CIS-ITSM, CIS-Discovery, CAD) highly preferred.
• Demonstrated experience implementing Service Now best practices in federal environments.
• Strong understanding of ITIL frameworks and enterprise ITSM/ITOM principles.
• Excellent communication skills with ability to convey complex technical information to non-technical stakeholders.

Clearance Required: US citizenship is required to acquire a Top Secret Clearance.

Preferred Skills and Experience

• Experience working within a federal law enforcement or national security environment.
• Familiarity with NIST, FISMA, and other federal security and compliance frameworks.
• Experience in Agile, Dev Sec Ops , or IT modernization projects in a federal context.
• Scripting experience with JavaScript, Power Shell, or Python for automation and integration.

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo  be presented during each interview

• During the Hiring Process
• Enhanced Biometrics  screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons…