ServiceNow Administrator

This position may be filled prior to the posted deadline.

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.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.

The Service Now Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the Service Now platform supporting IT Call Center operations. This individual will work closely with the Service Now Administrator/Developer, Call Center Operations Manager, program leadership, and end users to ensure the Service Now environment is consistently stable, secure, and optimized to support call center service delivery requirements.

Principal responsibilities will include but are not limited to:

• 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…