ServiceNow Administrator Jobs

Service Now Administrator

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced Service Now Administrator to support the configuration, administration, and ongoing maintenance of the Service Now platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering the Service Now platform, a strong foundational understanding of IT service management principles, and a demonstrated ability to support and maintain Service Now environments that enable efficient and effective IT Call Center operations.

They bring strong communication skills, a proactive approach to platform maintenance and issue resolution, and a commitment to delivering reliable and optimized Service Now platform services in a remote work environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is Remote.

Principal

Responsibilities Include:

• Perform day-to-day administration of the Service Now platform, including user and group management, role assignments, access control list (ACL) maintenance, and system configuration in support of IT Call Center operational requirements and security protocols.
• Monitor the health, stability, and performance of the Service Now platform on an ongoing basis, proactively identifying and resolving platform issues, configuration errors, and performance degradations to minimize operational impact.
• Support the configuration and maintenance of Service Now modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog, ensuring all modules are accurately configured and functioning as intended.
• Assist in the development and maintenance of Service Now workflows, flow designer automations, and notification rules that support call center ticketing, routing, escalation, and resolution processes under the direction of the Service Now Administrator/Developer.
• Manage Service Now platform updates, patches, and scheduled maintenance activities, coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows.
• Maintain and update Service Now reporting configurations, dashboards, and performance analytics products that support call center performance monitoring and SLA compliance tracking.
• Provide Tier 2 platform support to call center staff and end users, troubleshooting and resolving Service Now access issues, configuration problems, and platform-related incidents in a timely and effective manner.
• Manage and process Service Now access requests, ensuring all user provisioning, deprovisioning, and role modification activities are completed accurately and in compliance with applicable security policies and access management procedures.
• Assist in the development and maintenance of Service Now knowledge base articles, user guides, and platform training materials, supporting the onboarding of new call center staff on Service Now platform features and workflows.
• Maintain accurate and up-to-date platform administration documentation including configuration records, change logs, access management records, and maintenance schedules.
• Coordinate with the Service Now Administrator/Developer on platform development, enhancement, and testing activities, providing administrative support and conducting user acceptance testing (UAT) as directed.
• Ensure all Service Now platform administration activities comply with applicable federal security requirements, agency policies, and contractual obligations, escalating compliance concerns to program leadership as appropriate.
• Support the import, export, and management of Service Now data, including data imports, update set management, and configuration migration activities between development, test, and production environments.
• Participate in platform review meetings, operational briefings, and cross-functional team sessions, providing platform status updates and contributing administrative insights as directed by program leadership.
• Stay current on Service Now platform updates, new features, and administrative best practices, proactively identifying opportunities to leverage platform capabilities to enhance call center operational efficiency.

Education and Experience:

Required:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
• 2+ years of hands-on experience administering the Service Now platform in a structured IT service delivery environment.
• Demonstrated experience performing Service Now user management, access control configuration, module administration, and platform maintenance activities.
• Service Now Certified System Administrator (CSA) certification or demonstrated…