ServiceNow System Administrator

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a Service Now System Administrator to administer and sustain the enterprise ITSM platform for a Department of War agency, working alongside the Government platform owner who controls production deployment. The administrator manages users, groups, roles, and access; maintains the Service Catalog, assignment groups, SLAs, notifications, and workflows; administers the CMDB, Discovery, and integrations; manages sub-production instances, cloning, and upgrade readiness;

monitors platform health and performance; and analyzes platform incidents to root cause. The role ensures the platform reliably supports the Customer-Confirmed Ticket Closure process, AI-enabled Tier 0, and the performance data feeding the Customer Support Metrics Dashboard. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Administer the Service Now platform: user, group, role, and ACL management; assignment groups and routing; SLA definitions; notifications;
  Service Catalog items and variables; knowledge bases; and platform properties, in coordination with the Government platform owner.

• Administer the CMDB, Discovery/integrations, and data quality rules; manage sub-production instance cloning, patching, and upgrade readiness (skipped-update review, ATF regression), and prepare update sets/application packages for platform-owner deployment.

• Monitor platform health, performance, scheduled jobs, integrations, and Virtual Agent/AI Ops components; analyze platform incidents and defects to root cause; and implement fixes through Change Management.

• Support Performance Analytics and reporting configuration that feeds the Customer Support Metrics Dashboard, and maintain platform administration documentation and runbooks.

• Own the health, architecture, and administration of the enterprise endpoint management platform (MECM/SCCM, Intune) across all enclaves, including hierarchy design, distribution, boundaries, client health, role-based access, and upgrade planning.

• Lead the automated packaging, testing, and deployment of OS and third-party patches to meet CAT I, II, and III time frames and compliance AQLs; analyze compliance gaps and drive remediation of non-compliant endpoints.

• Engineer and maintain hardened, STIG-compliant OS images and provisioning task sequences for all endpoint types, and validate images against agency cybersecurity requirements prior to release.

• Design and govern Group Policy and endpoint configuration baselines, ensuring all changes are tested in pre-production and the Digital Twin environment…